About us
Feedback and complaints
Tell us what's working and what isn't. You can do it your way, anonymously if you prefer, and it will never affect the support you receive.
You can give feedback or make a complaint to Trailblazer Community Care by using the form on this page, calling 1300 822 333, emailing admin@trailblazercommunitycare.com or telling any member of our staff. You can stay anonymous, and you can have someone else speak for you. Raising a concern will never change the support you get from us.
Why we want to hear from you
If something is wrong, we'd rather know. A complaint tells us where we need to do better, and it often helps other people we support too. Compliments are welcome as well. They tell us what to keep doing, and we pass them on to the staff involved.
You can give feedback about anything: a worker, a visit, your home, how we communicated, a bill, or a decision we made.
How to give feedback
Use whichever way suits you:
- fill in the form at the bottom of this page
- call us on 1300 822 333
- email admin@trailblazercommunitycare.com
- tell your support worker, nurse or anyone else on our team, who will pass it on
- write to us at 21 Trailblazer Drive, Flagstone QLD 4280
You can stay anonymous
You don't have to give your name. If you do, we can update you on what we did. If you don't, we'll still look into it, although it may be harder to follow up on some details.
You can have someone with you
A family member, friend, carer or advocate can help you give feedback or make the complaint for you. Free, independent disability advocates are also available. The NDIS Commission can help you find one.
If you need an interpreter, call TIS National on 131 450 and ask them to contact us on 1300 822 333.
What happens after you complain
We acknowledge it
We let you know we've received your complaint, unless you chose to stay anonymous.
We talk with you
We ask what happened and what you'd like to see happen. If you have a support person, they're welcome in the conversation.
We look into it
We gather information, speak with the people involved and keep what you've told us confidential to those who need to know.
We tell you the outcome
We explain what we found and what we'll do about it. If you're not happy with the outcome, we'll tell you about your options.
We learn from it
We record every complaint and use them to make changes to how we work.
We acknowledge every complaint within 48 hours and aim to resolve it within 72 hours. If it needs longer, we'll tell you why and keep you updated.
If your complaint is about something serious, such as abuse, neglect or a risk to someone's safety, we act straight away. That may include reporting it to the NDIS Commission or police.
Your rights when you complain
- You won't be treated differently or lose any support because you complained.
- Your complaint will be kept confidential, shared only with people who need to know to resolve it.
- You can withdraw a complaint at any time.
- You can go to the NDIS Commission or DVA at any stage.
Complaining to the NDIS Quality and Safeguards Commission
If you're an NDIS participant, you can contact the NDIS Commission about any NDIS provider. You don't need to complain to us first, although we'd welcome the chance to put things right.
- Phone: 1800 035 544
- Website: www.ndiscommission.gov.au
The Commission handles complaints about the quality and safety of NDIS supports. Questions about your NDIS plan or funding go to the NDIA, not the Commission. No provider can approve NDIS funding, and only the NDIA decides what is in your plan.
Feedback from veterans and DVA clients
If you receive nursing or personal care through DVA, you can give feedback to us in any of the ways above. You can also give feedback or make a complaint to the Department of Veterans' Affairs directly. Contact details are on the DVA website.
Give feedback or make a complaint
Fill in as much or as little as you like. Tick the box if you'd like to stay anonymous.
You can read about how we manage quality and incidents on our quality and safeguarding page.
Can I make a complaint anonymously?
Yes. You don't have to give your name to make a complaint. We will still look into it. If you do give your contact details, we can tell you what we found and what we changed. Either way, your complaint is kept confidential.
Will complaining affect my support?
No. Making a complaint will never affect the support you receive from us. You won't be treated differently, and nobody will be in trouble for helping you raise it. If you feel you've been treated unfairly after complaining, tell us or the NDIS Commission.
Can someone else make a complaint for me?
Yes. A family member, friend, carer or advocate can make a complaint on your behalf or be with you when you make it. Free independent disability advocates are also available, and the NDIS Commission can help you find one.
Do I have to complain to Trailblazer before going to the NDIS Commission?
No. You can contact the NDIS Commission on 1800 035 544 at any time. We'd like the chance to fix things, but you choose where to raise your concern.
Talk to a registered nurse-led team
Call 1300 822 333 or send a referral. We reply to every enquiry within 12 to 24 hours.
Asking a question does not commit you to anything.