Compliments/Complaints & Feedback

How can we improve?

At Family Connections Sydney, we pride ourselves on providing exceptional service. Please take the time to let us know what we are doing well or what we can improve on as we greatly value your comments and feedback.

Your feedback allows us to make changes to our practice that will benefit everyone. We are keen to identify areas for improvement and will co-ordinate a consistent approach to complaint resolution. We aim to reduce the potential for future complaints and allow for reporting and efficient allocation of resources.

Our therapists and staff are all aware of our feedback and complaints procedures and we encourage you to submit your feedback in any way you feel comfortable.

It’s OK to complain!

Feedback and complaints can be submitted by:

  • Contacting your therapist
  • Calling Family Connections Sydney on (02) 9654 6902
  • Writing to us 56 Billa Road, Bangor NSW 2234
  • Sending us an email

You can submit a complaint anonymously.

How we manage your feedback?

Family Connections Sydney will promote best practice, continuous improvement and an open, supportive, respectful culture that encourages and supports staff, clients and other stakeholders to make complaints and report concerns without fear of retribution.

We want to rectify any problems you have as quickly as possible. We make a promise to acknowledge your complaint within 5 business days.

Making it right again

All reasonable steps will be taken to ensure that:-

  • You are not disadvantaged by making a complaint;
  • Information provided in a complaint is kept confidential and only disclosed if required by law.
  • All complaints are referred to The Director.

If you are unhappy with our complaints process or we cannot resolve your issue, you have the right to get help. We will support you to contact an advocate that can assist you.

Contact the NDIS Commission

phone: 1800 035 544

Interpreters can be arranged.

Contact the National Disability Abuse & Neglect Hotline

 phone: 1800 880 052


Contact the National Disability Advocacy Program


Or Write to:

Disability, Employment and Carers Group Department of Social Services.

GPO Box 9820, Canberra ACT 2601

Or search “disability advocate” online

This information is taken from the Feedback and Complaints Policy and Procedure. If you would like to read the entire policy, we are happy to provide a copy. Just ask.

Last Updated: 8 February 2024