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Feedback and Complaints

We welcome all feedback

A young woman writing

At Northcott we welcome your feedback, it is an opportunity for you to let us know how we are doing and what we can do better.

There are three types of feedback you can give us – a complaint, suggestion or compliment.

complaint is feedback you give us if you are unhappy with our service and you would like us to try to find a solution to the problem.

suggestion or compliment is an opportunity for you to share a comment, opinion or idea about how we can improve something.

Ways you can help us improve

  • Discuss the issue or suggestion with the staff member who is directly involved
  • Discuss the issue with a Manager
  • Contact us
    • Email: [email protected]
    • Post to: Feedback & Complaints Dept. PO Box 4055, Parramatta NSW 2124 
    • In person: At any Northcott office
    • Phone: 1800 818 286

Support to give feedback

You can choose a person to support you to give feedback. This person can be a friend, family member, staff member or an advocate from another organisation.

What happens after a complaint is made?

Northcott is committed to resolving complaints in an ethical, confidential, timely, transparent and fair way. 

We view feedback as a positive opportunity to improve the quality of our services and operations, and to strengthen relationships with our customers and with our community.

Complaints are treated confidentially. Only the people who need to help find a resolution will be involved. Our Quality Review Committee ensures the processes are followed in an appropriate and timely manner.   

Resolving complaints

The target for finalising complaints is within 35 days from receiving the complaint. We will be in contact with you throughout the resolution process.

Different ways to provide feedback

How you can contact us

Email: [email protected]
Post to: Feedback & Complaints Dept. PO Box 4055, Parramatta NSW 2124 
In person: At a Northcott office
Phone: 1800 818 286

If you have a hearing, speech or communication impairment, phone the National Relay Service on 13 36 77

Whilst we would always prefer to resolve your complaint directly, you are also able to make a complaint to any of the following outside agencies.

National Disability Insurance Agency
GPO Box 700 Canberra ACT 2601
Phone: 1300 362 072
TTY: 1800 555 677 then ask for 1800 800 110
Email: [email protected]

NDIA Fraud Reporting Hotline
Phone: 1800 650 717
Email: [email protected]

Australian Human Rights Commission
Level 3, 175 Pitt Street, Sydney NSW 2000
GPO Box 5218, SYDNEY NSW 2001
Phone: (02) 9284 9888 Complaints Infoline: 1300 656 419
TTY: 1800 620 241
Email: [email protected]

Telephone Interpreter Service
Phone: 13 14 50

Accessibility and Inclusivity

We respect and honour Aboriginal and Torres Strait Islander Elders past, present and future. We acknowledge the stories, traditions and living cultures of Aboriginal and Torres Strait Islander peoples on this land and commit to building a brighter future together.

Read more about our commitment to reconciliation

Montrose is now part of Northcott!

Welcome to our new website.

If you have any questions, please speak to your Service Manager, Service Coordinator or call us on 1800 818 286.