Feedback and complaints

At Thrive Wellness, we are dedicated to providing client-centred healthcare. We deeply value your feedback as it helps us refine and enhance our services to better meet your needs and expectations. If for any reason you are dissatisfied with our services or have suggestions for improvement, we encourage you to bring it to our attention.

How to Provide Feedback:

  1. Online Form (Coming Soon): We are currently developing an online feedback form to streamline the process. Once available, you will be able to provide feedback, including anonymously if preferred. We appreciate your patience as we finalise this feature.
  2. In Person: You are welcome to provide feedback directly to our staff during your visit. We encourage open communication and will address any concerns promptly.
  3. Contact Methods: You can reach out to us via phone, email, or mail. All contact details can be found on our contacts page.

Submitting a Formal Complaint

If you wish to submit a formal complaint, you may do so in writing via email or Australia Post.

Australia Post: see contacts page.

Upon receiving your written complaint, we will promptly acknowledge receipt and initiate our internal review process. Providing us with a written complaint ensures clarity and enables us to conduct a thorough investigation into your concerns.

What to Include in Your Complaint:

  • Detailed description of the issue or concern
  • Relevant dates, times, and individuals involved (if applicable)
  • Any supporting documentation or evidence

Optional Interactive PDF Form:

We can provide you with an interactive PDF form to assist you to document your complaint. This form guides you through the process of outlining your concerns and can be submitted electronically or printed and returned to us. We will provide you with a copy of this form on your request.

Complaints Relating to NDIS Services:

In addition to providing feedback directly to us, complaints can be made to the NDIS Quality and Safeguards Commission in relation to supports or services provided by Thrive Wellness as an NDIS provider.

For details on how to make a complaint to the NDIS Quality and Safeguards Commission, and how such complaints are managed, please visit the How to make a complaint about a provider page on the NDIS Quality and Safeguards Commission website.


If we haven’t responded to your complaint within 30 days, or you feel we have not adequately addressed your complaint, you can escalate the matter for external review:

  • For complaints about access to clinical records: Contact the Office of the Australian Information Commissioner (OAIC). The OAIC is responsible for handling complaints related to access to personal and clinical records.
  • For general complaints or concerns: Contact the Office of the Health Ombudsman (OHO).The OHO is an independent organisation that reviews and investigates complaints about health services. You can learn more about their services and how to lodge a complaint on their website.

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