Feedback and Complaints

 

This page is your opportunity to share with Tunstall your feedback and complaints from your journey with us. We encourage you to use the form below to share any general feedback, compliments or complaints you have regarding Tunstall, which will be sent to our team.

We listen to and value all feedback and complaints we receive from our community because it allows us to learn what we’re getting right and where we need to improve.

 

+ Where may I access Tunstall’s Incidents and Complaints Policy?

Please visit our Incidents and Complaints Policy page.

+ What’s the difference between a complaint and an incident?

A ‘complaint’ means an expression of dissatisfaction made to or about Tunstall where a response is expected.

An ‘incident’ means an act, omission, event, or circumstance that causes harm, or could reasonably be expected to cause harm, during or in connection with an arranged service between platform users.

If you wish to report an incident, please visit our incident page.

+ What happens if I submit a complaint?

We acknowledge your feedback by email or phone as soon as possible. A Tunstall team member may contact you for further information. We aim to complete a review of your feedback and respond within ten working days with an outcome.

+ What if I'm unhappy with the outcome?

You may request your complaint to be reviewed by a Tunstall Executive Team member.
If you’re still dissatisfied with the outcome, you may lodge your complaint to an external agency.

Disability Complaints
If you are in New South Wales, South Australia, the Australian Capital Territory, Northern Territory, Queensland, Victoria or Tasmania, you may lodge your complaint to the NDIS Quality and Safeguards Commission by completing an online form or calling 1800 035 544 or TTY 133 677. Interpreters can be arranged to support.

If you are in Western Australia, you may lodge your complaint to Health and Disability Services Complaints Office (HaDSCO) by calling 1800 813 583 or emailing mail@hadsco.wa.gov.au.

Aged Care Complaints
Please visit the Aged Care Quality and Safety Commission‘s website to lodge your complaint.

Allied Health Complaints
Please visit the Health Care Complaints Commission‘s website to lodge your complaint.

+ What to do if I want to remain anonymous?

Follow the statement under 'I would like to remain annonymous' in the complaint form.

Provide Feedback

Report an incident

To report an incident, please fill out this form.

Email

For incident-related communications please email: ndis@tunstall.com

Phone

1800 079 758 – Monday to Friday, 9am to 5pm AEST (Brisbane)

NDIS Quality and Safeguards Commission

Phone number: 1800 035 544

Web: https://www.ndiscommission.gov.au/contact-us/makeacomplaint

National Relay Service

If you are deaf, or have a hearing or speech impairment call us using the National Relay Service.