Complaints & Compliments

Anyone can provide feedback or make a complaint about our services. This includes participants, family members, carers, advocates, representatives, employees, referral partners, and members of the community.

You can share your compliments, feedback, suggestions, or complaints in any of the following ways:

• Complete the Complaints and Compliments Form on this page.
• Speak directly with a member of the Pathway Talent team.
• Contact us by phone or email.
• Write to our management team using the contact details provided on our Contact Us page.

We welcome all feedback and are committed to responding promptly and respectfully.

Yes. If you need assistance, we are happy to help you submit your feedback or complaint.

You may also choose to:

• Ask a family member, friend, carer or support person to assist you.
• Use an independent advocate to help you make a complaint.
• Access interpreter or translation services if English is not your preferred language.

We want the process to be as easy and accessible as possible.

Yes. We treat all feedback and complaints with respect and confidentiality.

Information will only be shared with those directly involved in resolving the matter. If you prefer, you may also submit your complaint anonymously. However, providing your contact details allows us to keep you informed throughout the process.

No.

Providing feedback or making a complaint will never negatively affect the services or support you receive from Pathway Talent. We encourage open communication and view complaints as opportunities to improve the quality of our services.

Once we receive your feedback or complaint, we will:

• Acknowledge that we have received it.
• Review and investigate the matter fairly and impartially.
• Keep you informed where appropriate.
• Work towards a timely and appropriate resolution.
• Use the information to improve our services and prevent similar issues from occurring in the future.

Every piece of feedback helps us deliver better outcomes for the people we support.

If you are not satisfied with how your complaint has been handled by Pathway Talent, you have the right to contact an independent external organisation.

For NDIS-related services, you may contact the NDIS Quality and Safeguards Commission, which is responsible for handling complaints about NDIS providers.

You may also contact other relevant government or regulatory bodies depending on the nature of your complaint, including privacy or consumer protection agencies where applicable.

Absolutely.

We love hearing about positive experiences. If a member of our team has provided exceptional service, or if you would like to recognise something we've done well, we'd greatly appreciate your compliment. Positive feedback helps us celebrate our people and continue delivering high-quality support.