NDIS & DVA services agreement form



Complaints and Feedback handling Policy​

BPM PHYSIO strives to provide professional, high quality clinical care for all patients. If you feel we have not provided a level of care or service that meets these standards, you can make a complaint or provide feedback by contacting the clinic.


A complaint is an expression of concern, dissatisfaction or frustration with the quality or delivery of service, a policy or procedure, or the conduct of another person. 


BPM PHYSIO has a robust complaints policy that directs the client to the professionally accepted means to making a complaint and alternative channels for escalation. This process ensures fair, equal and transparent treatment for all involved parties.

How to make a complaint

 A complaint can be made by the client or someone acting on the client’s behalf providing they have the patients explicit consent to do so. This can be done verbally or by writing an email or sending a registered letter.You should ideally send your complaint in writing within a 3-month period of the event where you may believe you have grounds to complain.

How we manage complaints

Below is an outline of the processes we will adopt when dealing with your complaint

  • The first stage is local resolution whereby your complaint would take the form of a verbal or written submission to the clinician who treated you. Local resolution exists to help resolve complaints quickly where a more formal complaint may not be required. For example, the complaint may be the result of a simple misunderstanding where verbal explanation and if necessary an apology could resolve the complaint

  • If the local resolution process is not successful, then you can make a more formal complaint. You will need to put your complaint formally in writing (either letter/post or email) and send your complaint to:

    • By email: and put ‘Notification of Complaint’ in the subject field

    • By registered mail, address your letter to: BPM PHYSIO, shop 4, 12 Blackwood Street, Mitchelton, Queensland, 4053.

  • We will aim to resolve complaints as quickly as possible

  • All complaints will be handled professionally, thoroughly and transparently with fairness shown to all parties concerned

  • A full investigation will be conducted to provide the required honest outcome

  • If the complainant is still not happy with an outcome, they will be provided with details of how they can obtain an independent review of their complaint


How will my complaint be reviewed?

Upon receipt of a formal complaint in writing you will receive acknowledgment within two working days. Please note if correspondence is via post and not by email, postal deliveries need to be taken into account. You will receive a full response from the Director of BPM PHYSIO within 21 days. If for any reason we are not able to meet the timescales we will keep you informed of progress.

Where can I get independent advice if I am still unhappy?

Any complainant who is still unhappy after we have concluded our investigations and provided a response can seek an independent review by contacting the Office of the Health Ombudsman Queensland as follows:


BPM PHYSIO is a fully accredited NDIS physiotherapy clinic located in Mitchelton that is committed to the provision of services and therapeutic supports for clients with disabilities.


We have a comprehensive feedback and complaints policy which is located on the FORMS & POLICIES tab of this website. There is also a downloadable customer handbook click here.


The Clinic underwent NDIS reverification in May 2020 and under the current framework will offer NDIS services until MAY 2023.


BPM PHYSIO provides services to self and plan managed NDIS clients that include:

  • initial assessment

  • individualised therapy programs to work towards your NDIS and personal goals

  • Hands on physiotherapy to decrease pain, maintain and improve range of motion of joints and improve function

  • 1:1 Hydrotherapy programs at the Ferny Hills hydrotherapy pool subject to pool and clinician availability

  • Functional rehabilitation programs for home, the gym, or in the BPM PHYSIO rehabilitation gym

  • Plan recommendation assessments and reports as required.

To access this service simply call the clinic to discuss your options or book online. You'll be asked to provide a copy of your NDIS plan and be provided with a service agreement to peruse and sign. This agreement which can be ceased at any time. Chaperones are encouraged and welcomed in the clinic.

If you have a complaint or concern about BPM PHYSIO

People with disability have the right to complain about the services they receive. We endeavor to provide quality supports and services to people with disability, but issues can occur.

If you have a concern about BPM PHYSIO supports or services, it is important that you talk about it.

Complaints are important—they help us understand what is important to people with disability and improve the quality of services they provide, so your complaint can help other people too.

If you feel comfortable, you are encouraged to raise your concern or complaint with us first, as this is often the best way to have your issue resolved quickly.  BPM PHYSIO has a complaints management and resolution system in place to assist in addressing your concerns. 

If we are unable to resolve your concern or complaint, then you should seek further support.

You may seek support from family, a friend or an independent advocate in making a complaint.

For further information see: Disability Advocacy.

In Queensland, a complaint can be made to the NDIS Commission by:

The NDIS Commission can take complaints from anyone about:

  • NDIS services or supports that were not provided in a safe and respectful way

  • NDIS services and supports that were not delivered to an appropriate standard

  • how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant

In addition to the above means for making a complaint, you can lodge an online compliant with the Office of Health Ombudsman (Queensland's health services complaints agency).

If you have a complaint about a health service provided to you, a family member, or someone in your care, you can lodge a complaint the Office of Health Ombudsman in a number of ways. When making a health service complaint, it’s important you include as much information as you can.

You can speak to their staff about making a complaint, call 133 OHO (133 646), Monday to Friday 8.30am to 4.30pm.

You can lodge your complaint through any of the options listed below. The OHO cannot receive complaints in person at the office.

Before making a complaint, the OHO always recommend you try talking with us first —this is often the quickest and easiest way to address your concerns or fix a problem. The OHO has put together some tips for talking with your provider. If you’re not satisfied with our response, or feel uncomfortable talking with us directly, then please contact the OHO.


NOTE: by law BPM PHYSIO is required to notify the NDIS of all reportable incidents. A copy of the reportable incident form and information about requirements for immediate notification is available here.


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© 2018 by Russ W Tolland, Director and Principal Physiotherapist, Brisbane Perpetual Motion Physiotherapy Trading as BPM PHYSIO  ABN 18 620 028 926.