We take every concern seriously. If something isn't right, we want to know — and we'll act on it quickly and fairly.
Our commitment: Always In Touch Coordinators is committed to providing high-quality NDIS Support Coordination. If you're unhappy with any aspect of our service — or if we've done something well — we want to hear from you. Feedback helps us improve, and complaints are handled with confidentiality, respect, and no negative consequences for raising them.
Anyone connected to our services can raise a concern or share feedback, including:
You can contact us using any of these methods — choose whatever feels most comfortable:
You can also raise a complaint verbally in person. We'll document it on your behalf and send you a copy.
Here's exactly what happens after you raise a concern:
We'll confirm we've received your complaint and let you know who is handling it.
We'll look into the issue thoroughly and fairly. We may contact you for more information during this time.
We'll explain what we found, what action we've taken (or will take), and how we'll prevent the same issue from happening again.
We'll follow up to make sure you're satisfied with how the complaint was resolved.
If you're not happy with how we've handled your complaint, you have the right to escalate it — at any time, without any impact on your services:
You can also seek support from an NDIS advocate — a free, independent service to help you navigate the process. Find one at ndis.gov.au.
All complaints are treated with strict confidentiality. Your personal information will only be shared with those directly involved in resolving the complaint.
Raising a complaint will never affect your access to services. We do not tolerate any form of retribution or negative treatment toward anyone who raises a concern in good faith.
If something went well — your coordinator went above and beyond, you felt genuinely supported, or your plan came together better than expected — we'd love to hear that too.
Positive feedback helps us recognise great work and understand what's working for participants.
Get in touch — we're here to listen and respond quickly.
Contact Us →Last updated: March 2026 · Always In Touch Coordinators · Sydney, NSW