Complaints & feedback
We want to hear what is going well and what is not. Your feedback helps us look after children and families better.
Last updated October 2026
We welcome all feedback
Compliments, suggestions, concerns and complaints are all welcome. You do not need to be a current family to contact us, and you will not be treated differently for raising something.
How to tell us
- Talk to us. Often the quickest fix is a chat with your child’s educator or therapist.
- Contact the Director. Call 0429 594 195 or email director@vividel.com.au with “Feedback” in the subject. You can ask for a call back instead.
- Put it in writing. If you prefer, send us a note describing what happened and what you would like to see change.
You can bring a support person with you, and you can ask for help to make your complaint, including an interpreter or another format.
What happens next
- We will acknowledge your message within two business days.
- We will look into it fairly and keep your information private.
- We will tell you what we found and what we will do, and aim to resolve things within 21 days. If it takes longer, we will keep you updated.
- Anything about a child’s safety is dealt with straight away, following our commitment to the 10 Child Safe Standards.
If you are not satisfied
You can take your concern to an independent body at any time:
- NDIS Quality and Safeguards Commission for concerns about NDIS-funded supports: 1800 035 544, ndiscommission.gov.au
- NSW Department of Education, Early Childhood Education Directorate for concerns about childcare
- NSW Child Protection Helpline for a child at risk of significant harm: 132 111. In an emergency call 000.