Effective Date: 22 May 2026
Last Reviewed: August 2026
Purpose
Wonsie Pty Ltd is committed to providing high-quality products and customer service to all customers, NDIS participants, families, carers and support teams.
We value feedback, compliments and complaints as they help us improve our products, services and customer experience.
As a registered NDIS Provider, Wonsie Pty Ltd is committed to handling complaints fairly, respectfully, confidentially and in accordance with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.
Our Commitment
We are committed to:
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listening to feedback and concerns respectfully
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responding to complaints promptly and fairly
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providing an easy and accessible way to make a complaint
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supporting participants and others to make complaints freely and safely
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protecting privacy and confidentiality
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keeping complainants appropriately informed throughout the process
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resolving complaints as quickly as reasonably possible
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providing procedural fairness to those involved
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continuously improving our products, services and processes
Participants, families, carers, representatives and other people have the right to make a complaint without fear of disadvantage, discrimination or retaliation.
We are committed to supporting participant choice, dignity and respectful communication throughout the complaints process.
How to Make a Complaint
Anyone can make a complaint, concern or provide feedback to Wonsie.
Complaints can be submitted by:
📧 Email: info@wonsie.com.au
🌐 Website: wonsie.com.au
Complaints may also be made anonymously.
A complaint may be made by or on behalf of a participant, including by a:
Participants may choose to have an advocate or other representative support them at any stage of the complaints process.
We will provide reasonable assistance to anyone who requires support to make a complaint or understand our complaints process.
Information That May Help Us Investigate
To help us investigate and resolve your complaint efficiently, we may ask for:
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your name and contact details, unless you wish to remain anonymous
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order number or invoice reference
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details of the complaint or concern
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details of any previous communication relating to the issue
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copies of relevant documents or photographs, if applicable
You are not required to provide more information than you feel comfortable sharing. However, in some circumstances, limited information may affect our ability to fully investigate or resolve a complaint.
Complaint Handling Process
Once a complaint is received:
Step 1 — Acknowledgement
We aim to acknowledge complaints within 2 business days, where contact details have been provided.
Step 2 — Investigation
We will review the information provided and may contact you if additional information is required.
Complaints will be considered fairly and impartially, and people affected by the complaint will be provided with appropriate procedural fairness.
Step 3 — Communication
We will keep you appropriately informed about the progress of your complaint, including any relevant actions being taken.
Where appropriate, participants and other people affected by the complaint will be involved in the resolution process.
Step 4 — Resolution
We will aim to resolve complaints as quickly as reasonably possible and communicate the outcome clearly and respectfully.
Where appropriate, we may:
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provide clarification or an explanation
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offer replacement products, refunds or another appropriate resolution
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review or improve internal processes
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implement corrective actions
We will explain the outcome of the complaint and, where appropriate, the reasons for our decision and any options available if you are not satisfied with the outcome.
Recording Complaints
Wonsie Pty Ltd maintains appropriate records of complaints in accordance with our legal and NDIS obligations.
Complaint records may include:
Complaint records are retained for 7 years from the date the record is made, as required under the NDIS complaints management requirements.
Complaints and feedback are reviewed by management to identify trends, recurring concerns and opportunities for continuous improvement.
Our complaints management process is also reviewed periodically to ensure it remains effective, accessible and appropriate for Wonsie and the supports and products we provide.
Privacy & Confidentiality
Any personal information collected during the complaints process will be handled confidentially and in accordance with our Privacy Policy.
Complaint information will only be shared where necessary and appropriate to investigate or resolve the matter, or where disclosure is required by law.
Your Rights
Making a complaint will not affect your right to receive products or services from Wonsie or result in unfair treatment.
Nothing in this policy limits your rights under:
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the Australian Consumer Law
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the National Disability Insurance Scheme Act 2013
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other applicable consumer protection laws
You may also make a complaint directly to the NDIS Quality and Safeguards Commission at any time if your complaint relates to NDIS supports or services.
You do not have to resolve your complaint with Wonsie before contacting the NDIS Commission.
NDIS Quality and Safeguards Commission
📞 Phone: 1800 035 544
🌐 Website: ndiscommission.gov.au
You may also contact your relevant state or territory consumer protection agency where appropriate.
Contact Information
Wonsie Pty Ltd
NDIS Provider Number: 4050130800
📧 Email: info@wonsie.com.au
🌐 Website: wonsie.com.au
This version is a little stronger from an NDIS audit/compliance perspective without turning what should be a straightforward customer-facing policy into an overly legal document.
One thing I particularly recommend keeping is the “Last Reviewed” date. The NDIS Practice Standards specifically contemplate regular review of complaint and feedback systems, so recording your review date gives you a simple way of demonstrating that the policy isn't just sitting untouched on the website. (NDIS Quality and Safeguards Commission)
NDIS Commission – complaints about supports and services
