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Complaints and customer protection

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Customers may want to provide feedback or make a complaint about the services provided by Montrose. It is important to us that you feel supported to be able to provide this feedback. Montrose is committed to a positive complaints culture and making things better for our customers.

SMS feedback

Up to four times a year we will send you an SMS seeking feedback on how your therapy sessions are going. This is a chance to raise any issues/ concerns or to communicate what you like best so that we can make sure it continues. SMS feedback is actively monitored and acted on by your Service Centre Manager so please make sure you let us know how everything is going.

How to make a formal complaint

If for any reason you have a concern about the service delivered to you have two options:

  1. Make a formal or informal complaint directly with Montrose here or
  2. Raise a complaint with the NDIS Quality and Safeguard Commission.

See the flowchart below on how to raise a complaint. Montrose investigates all complaints for continuous improvement purposes and to ensure corrective action is taken where necessary.

Trained and carefully selected staff

Montrose takes the safety of our customers very seriously. Your therapists and support staff are chosen to have the attitude and skills to make a difference to your life. As well as blue and yellow cards, team members have relevant university and postgraduate qualifications, hold memberships of professional bodies and are supported to access relevant ongoing training.

Chart explaining feedback process at Montrose