At Colour My World Therapy Services, we welcome feedback from everyone who uses our services – children, young people, parents, carers and families. Whether it’s a suggestion, a concern or a complaint, your voice helps us improve.

What is a complaint?
A complaint is when you’re unhappy with something and want it to be addressed. This might include:

• How you or your child were treated
• Problems with a program, appointment, or service
• Concerns about the behaviour of a staff member, volunteer, or another person
• Issues around safety, respect, or communication

We take all complaints seriously – including those made by or on behalf of children and young people.

Who can make a complaint?
Anyone who interacts with our service can make a complaint, including:

• Children and young people
• Parents and carers
• Extended family members
• Advocates or support people

How to make a complaint
You can raise a complaint in the way that feels best for you:

• Talk to us in person – speak to any staff member you trust
• Email us
• Call us – (08) 6237 4571

If you need help making a complaint, we’ll support you or help connect you with someone who can.

What happens next?

1. We’ll listen – Every complaint is taken seriously and handled respectfully.
2. We’ll respond – We’ll usually acknowledge your complaint within 3 business days.
3. We’ll act – We’ll look into the issue fairly and keep you informed.
4. We’ll follow up – You’ll hear from us about what we’ve done or changed as a result.

Is it private?
Yes. We respect your privacy and will only share your information if we need to – for example, to keep someone safe or meet legal obligations. We’ll always explain this clearly.

Not happy with how it was handled?
If you’re not satisfied with the outcome, you can ask for a review. We’ll also tell you about other places you can go for independent support or to escalate your complaint (like the Ombudsman or NDIS Commission, if relevant).