Your Rights, Feedback & Complaints
At Henari Support Services, you have the right to feel safe, respected and heard.
We want you to feel comfortable speaking with us about your support — whether you want to tell us something is working well, suggest an improvement, raise a concern or make a complaint.
Speaking up should not affect the support you receive from Henari.
Your rights when receiving support
When you receive support, you have the right to:
be treated with dignity and respect
be safe and supported in an environment free from abuse, neglect, exploitation and violence
have your privacy respected
be involved in decisions about your support
have your choices, preferences, culture and individual circumstances respected
ask questions and receive information you can understand
give feedback or make a complaint
have someone you trust support you when raising a concern
seek independent advocacy or contact the NDIS Quality and Safeguards Commission.
We want you to have choice and control over the supports you receive.
We welcome your feedback
Feedback helps us understand what we are doing well and where we can improve.
You can contact us if you:
are happy with your support
have an idea or suggestion
would like something done differently
are unhappy with something
are concerned about the quality or safety of your support
want to make a complaint.
You do not need to wait until something becomes a serious problem before talking with us.
Making a complaint to Henari
You can speak with Henari directly about a concern or complaint.
Henari Support Services
Phone: 0437 496 326
Email: admin@henarisupport.com
Office: 5/206 Ross River Road, Aitkenvale QLD 4814
Or use our website contact form.
Tell us as much or as little as you are comfortable sharing initially. We can then discuss the concern with you and explain what happens next.
You can also ask a family member, friend, advocate or another person you trust to help you communicate with us.
What happens when you raise a concern?
We will listen to your concern and work to understand what has happened.
Where appropriate, we will:
acknowledge your concern or complaint
make sure any immediate safety issues are addressed
discuss the issue with you
look into what happened
keep you informed about progress
explain the outcome and any actions taken
consider what Henari can learn or improve as a result.
We aim to make the process respectful, accessible and fair.
You can contact the NDIS Commission
You do not have to rely only on Henari's internal complaints process.
If you have concerns about the quality or safety of NDIS supports or services, you can contact the NDIS Quality and Safeguards Commission.
The NDIS Commission can receive concerns and complaints about NDIS providers and workers.
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
TTY: 133 677
National Relay Service: 1800 555 660
Website: ndiscommission.gov.au
You can also ask someone you trust, including an advocate, family member or friend, to help you make a complaint.
Need help speaking up?
You have the right to seek independent advocacy.
An advocate can help you understand your rights, communicate your concerns and participate in decisions affecting you.
If you would like assistance finding an advocacy service, talk with us or visit the Australian Government Disability Advocacy Finder.
If there is an immediate danger
If you or another person is in immediate danger, call 000.
Serious concerns about abuse, neglect, exploitation, violence or other safety issues may also need to be reported to the appropriate authority.
We're here to listen
Good support depends on communication.
Whether you have a concern, suggestion, compliment or complaint, we want you to feel comfortable speaking up.
Support built around your independence.
Have feedback or a concern?
Contact Henari Support Services and let us know how we can help.