Complaints & Feedback
Complaints & Feedback
We want to hear from you. If something has gone wrong, we want the chance to put it right. If something has gone well, we'd love to know that too, as it helps us understand what matters most to our guests and families.
You will never be treated differently for making a complaint. Raising a concern will not affect your supports, your bookings, or how our team treats you. We would always rather hear about a problem than have you go without.
Who can raise a concern
Anyone can. A guest, a parent, a carer, a family member, a support coordinator, an advocate, a member of our team, or someone in the community who has seen something they're worried about.
You can ask someone to raise it on your behalf, and you're welcome to bring a support person or advocate with you at any point in the process. If you need an interpreter or information in another format, tell us and we'll organise it.
How to tell us
There's no wrong way to do this. You can speak to any member of our team on the day, call us, email us, or put it in writing, whatever feels easiest.
You can make a complaint anonymously if you'd prefer. Bear in mind that if we can't contact you, we may not be able to look into it as thoroughly or tell you the outcome.
What happens next
If you're not happy with how we've handled it, tell us and we'll escalate it to the Director. You can also go to an external body at any stage. You don't have to come to us first, or wait for us to finish.
Going outside Travel Buddy Adventures
If someone is in immediate danger, call 000.
NDIS Quality and Safeguards Commission
For concerns about the quality or safety of NDIS supports, or the conduct of any NDIS provider or worker.
NSW Child Protection Helpline
For concerns about the safety or wellbeing of a child or young person. Available 24 hours.
Office of the NSW Ombudsman
For complaints about community services and how they've been handled.
NDIS Commission: ndiscommission.gov.au · NSW Ombudsman: ombo.nsw.gov.au
What we do with feedback
Every complaint and every piece of feedback is recorded, reviewed and used to improve how we work. We look for patterns: if the same thing comes up more than once, that tells us something needs to change in how we plan, staff or run our experiences.
We'd genuinely rather know. Please tell us.
Travel Buddy Adventures · ABN 87 678 587 490
NEED HELP? REACH OUT!
If anything on this page is unclear, or you'd like it in another format, please get in touch. We're happy to talk it through.