Effective Date: 22 May 2026

Purpose

Wonsie Pty Ltd is committed to providing high-quality products and customer service to all customers, participants, families, carers and support teams.

We value feedback, compliments and complaints as they help us improve our services, products 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:

• listening to feedback and concerns respectfully

• responding to complaints promptly and fairly

• supporting participants to make complaints freely and safely

• protecting privacy and confidentiality

• resolving complaints as quickly as reasonably possible

• continuously improving our services and processes

Participants, families, carers and representatives 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 complaint process.

How to Make a Complaint

Complaints, concerns or feedback can be submitted by:

📧 Email: info@wonsie.com.au
🌐 Website: Wonsie

You may also contact us on behalf of a participant if you are:

• a family member

• carer

• support worker

• advocate

• guardian

• authorised representative

We will provide reasonable assistance to participants who require support to make a complaint.

Information That May Help Us Investigate

To help us investigate and resolve your complaint efficiently, we may ask for:

• your name and contact details

• order number or invoice reference

• details of the complaint or concern

• details of any previous communication relating to the issue

• copies of relevant documents or photographs (if applicable)

You are not required to provide more information than you feel comfortable sharing.

Complaint Handling Process

Once a complaint is received:

Step 1 — Acknowledgement

We aim to acknowledge complaints within 2 business days.

Step 2 — Investigation

We will review the information provided and may contact you if additional information is required.

Step 3 — Resolution

We will aim to resolve complaints as quickly as reasonably possible and communicate the outcome clearly and respectfully.

Where appropriate, we may:

• provide clarification or explanation

• offer replacement products, refunds or other resolutions

• review or improve internal processes

• implement corrective actions

Recording Complaints

Wonsie Pty Ltd maintains records of complaints in accordance with our legal and NDIS obligations.

Complaint records may include:

• contact details

• complaint details

• investigation notes

• actions taken

• outcomes and resolution dates

Complaints are monitored by management to identify trends and opportunities for ongoing improvement.

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 to investigate or resolve the matter, or where required by law.

Your Rights

Nothing in this policy limits your rights under:

• the Australian Consumer Law

• the National Disability Insurance Scheme Act

• other applicable consumer protection laws

If you are not satisfied with our response, you may contact:

NDIS Quality and Safeguards Commission

📞 1800 035 544
🌐 NDIS Commission

You may also contact your relevant state or territory consumer protection agency.

Contact Information

Wonsie Pty Ltd
NDIS Provider Number: 4050130800

📧 info@wonsie.com.au
🌐 Wonsie