Last updated: 15 October 2026

We want to hear from you, whether it’s a compliment, a suggestion or a complaint. If something about your support isn’t right, please tell us. Raising a concern will not affect the support you receive, and we will treat it promptly, fairly and with care.

How to make a complaint

Most concerns can be sorted out in the first conversation, so we encourage you to call us first. You can contact us in whichever way suits you:

  • Phone: 1300 152 627 (1300-1-LANARA), Monday to Friday, 9am to 5pm.
  • Email: info@lanara.com.au.
  • In writing: send us a letter or email. If you would like written confirmation that we have received it, just ask.
  • Through someone else: a family member, friend, support coordinator or advocate can contact us for you. You can nominate an authorised representative to act on your behalf.

If you would like help to put your complaint into words, we are happy to help. If you need another way to communicate with us, let us know and we will do our best to accommodate it.

What happens next

  • We acknowledge your complaint within two business days, by phone or in writing.
  • Urgent concerns come first. We prioritise them and aim to resolve them within two working days. If it will take longer, we tell you why and give you an updated timeline.
  • We keep you updated on progress and the steps we are taking.
  • If it can’t be resolved straight away, our management team investigates. This usually takes up to 15 business days. If we need more time, we tell you why and give you a revised timeline.
  • We confirm the outcome with you, in writing if you ask, within 10 business days of reaching a resolution.

Most complaints are resolved within 30 calendar days. For more complex matters, we keep you informed throughout.

If you are not happy with the outcome

You can ask for your complaint to be reviewed by a member of our senior management team, and we will make someone available to talk with you as soon as we can.

You can also contact the NDIS Quality and Safeguards Commission at any time, whether or not you have raised the issue with us first. The Commission handles complaints about NDIS supports and services. Call 1800 035 544 (free call from landlines) or visit the Commission’s website. Depending on the issue, we can also point you to other bodies that may be able to help.

Your privacy

We handle complaints confidentially and only share information about them where we need to, to resolve the complaint or where the law requires it. Our Privacy Policy explains how we look after your personal information, including how to complain about how we have handled it.

How we use your feedback

We review complaints and feedback every quarter to find ways to improve our support. Every complaint helps us do better, so thank you for taking the time to tell us.