NDIS Registered Provider — Victoria ABN 22 671 393 070
Admin@NorthernStarSupport.com 03 7057 1645
Northern Star Support Services
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Home  /  Complaints & Feedback

Tell us how we’re doing.

Every complaint is a chance to do better. Here's how to raise a concern — and exactly what we'll do about it.

Last updated: May 2026

We want to hear from you. Feedback and complaints help us improve. You will never be treated unfairly for raising a concern, and you can ask someone to support or represent you at any stage.

On this page

  1. Our commitment
  2. How to give feedback or complain
  3. What happens next
  4. Support & advocacy
  5. External complaint options

Our commitment

Northern Star Support Services is committed to providing safe, high-quality supports. We welcome compliments, suggestions and complaints, and we treat every complaint seriously, fairly and confidentially. Raising a concern will never affect the supports you receive.

Our complaints process is consistent with the NDIS Practice Standards and the requirements of the NDIS Quality and Safeguards Commission.

How to give feedback or make a complaint

You can contact us in whatever way is easiest for you. You can do this yourself, or ask a family member, friend, advocate or support coordinator to do it for you.

Phone: 03 7057 1645 Email: Admin@NorthernStarSupport.com Post: c/- Start North, 12 Dimboola Rd, Broadmeadows VIC 3047 In person: speak to any Northern Star worker or coordinator

If you need an interpreter, let us know and we will arrange one. If you communicate in a way other than spoken English, we will work with you to make sure your complaint is understood.

What happens next

When you make a complaint, we will:

  1. Acknowledge it — usually within 2 business days, so you know we've received it.
  2. Listen and understand — we may contact you to clarify what happened and what outcome you're hoping for.
  3. Investigate fairly — we look into the issue properly and impartially.
  4. Resolve and respond — we aim to resolve complaints within 21 days and will keep you updated if it takes longer.
  5. Learn from it — we record the outcome and use it to improve our services.

You can choose to remain anonymous, though this may limit our ability to investigate or respond to you directly.

Support and advocacy

You have the right to have a support person, advocate or representative help you at any point. If you'd like to connect with a free, independent disability advocate, you can find one through the Disability Advocacy Finder.

External complaint options

If you are not satisfied with how we handle your complaint — or if you'd prefer to raise it externally at any time — you can contact the NDIS Quality and Safeguards Commission directly:

NDIS Quality and Safeguards Commission Phone: 1800 035 544 (free call from landlines) Website: ndiscommission.gov.au/about/complaints TTY: 133 677

This page describes our complaints and feedback process in general terms. Timeframes shown are our service targets. We recommend having your complaints policy reviewed by a qualified professional to ensure it meets your obligations.