Incidents and Complaints Policy
If something goes wrong, we want to know. This policy explains how to raise concerns and complaints, what we do with it, and when to go straight to the NDIS Commission or emergency services.
Effective October 2026. Version 1.0
If someone is in danger
If anyone is in immediate danger, call 000 first. For serious safety concerns, abuse, neglect or exploitation involving an NDIS participant, contact the NDIS Quality and Safeguards Commission on 1800 035 544. You can do both and still tell us. You never need our permission to escalate.
What this policy covers
This policy covers concerns about anything connected to Solotude, including:
- The conduct of a provider or seeker on the platform, including in messages
- The safety or quality of supports arranged through a Solotude connection
- Suspected false credentials or misleading profiles
- Complaints about Solotude itself, our team, our platform or our billing
Solotude doesn’t deliver supports, take bookings or process payments for supports, so disputes about service delivery, invoicing or payment sit between the provider and the person they support. We’ll still listen, record the concern against the profile involved, and act on our platform where our standards have been breached.
How to raise a concern
- Where it’s safe and appropriate, raise the issue directly with the other person first. Many problems are misunderstandings that a conversation can fix.
- Tell us. Email support@solotude.com.au with what happened, when, who was involved, and any messages or documents that help. You can also report a conversation from inside Solotude.
- You can ask us to keep your identity confidential from the other person, and we will wherever the law and fairness allow.
What we do with it
- Acknowledge your report within 2 business days.
- Assess how serious it is. Anything suggesting a risk to a participant is prioritised straight away, and a profile can be hidden from search while we look into it.
- Look into it fairly. We review platform records and give the person the concern is about a chance to respond, unless that would put someone at risk.
- Act. Outcomes range from no action, to a warning, to correcting a profile, to suspension or permanent removal from Solotude.
- Close the loop. We aim to update you within 10 business days, and tell you the outcome as far as privacy allows.
When we escalate
We report matters to outside bodies where we’re required to, or where we reasonably believe someone is at risk. Depending on the matter, that can include the NDIS Quality and Safeguards Commission, state or territory worker screening units, the police or consumer protection agencies.
Registered NDIS providers also have their own reportable incident obligations to the NDIS Commission. Nothing in this policy replaces those.
No retaliation
Raising a genuine concern will never count against you on Solotude. A provider who treats a seeker badly for making a complaint, or the other way around, breaches this policy. Deliberately false or vexatious reports are also a breach.
Records
We keep a record of incidents and complaints, what we found and what we did. We review it regularly so patterns are caught early, and handle it in line with our Privacy Policy.
Not happy with how we handled it?
Ask us to review how we handled your complaint by emailing support@solotude.com.au with “Complaint review” in the subject line. Where we can, someone who wasn’t involved the first time will take another look.
You can also contact the NDIS Commission on 1800 035 544 about any NDIS provider, or NSW Fair Trading about Solotude’s own services, at any time.