How to respond to NDIS reviews, good and bad
A reply to a review is public and it stays up. How to thank people, handle criticism calmly, and spot when a review is really a complaint.
Genuine, specific praise
Thank them by name, name the worker if you may, add one detail that proves you read it.
A critical review with facts
Wait a beat, acknowledge the issue, state the fix, and move resolution off the public thread.
A review describing a safety or conduct incident
Treat it as a formal complaint too — log, investigate, and respond within your obligations.
Draft a privacy-safe review reply
The draft uses templates and never repeats the review text. Check it before posting. Your inputs stay in this browser.
Why replies matter more than you think
People looking at your profile can read your replies as well as the reviews. A thoughtful reply to a difficult review shows how you handle problems. Not replying says something too: an unanswered complaint can look like you don't care.
On NDIS Provider Review, public replies are available with Featured. Wherever you reply, treat it as customer service that everyone can see.
The positive review reply
Thank the reviewer by name, name the worker or team member they mentioned (with permission, or generically), and add one specific detail from their review that shows you actually read it. Keep it warm and short. Never paste a template that begins “Thank you for your feedback” word-for-word — it reads as automated and undoes the trust the review earned you.
If they mentioned a specific support or location, this is a natural place to confirm that service and invite them back — no hard sell.
Warm, short, and specific. The reply should sound like the person who actually delivered the support, not a marketing department.
The negative review reply
01Take a moment first
Write a draft, then leave it for an hour. Don't reply while you're upset.
02Lead with acknowledgement
Thank them for raising it and acknowledge the specific issue. No excuses, no explaining away their experience.
03State what happened and what you've done
Facts only: what went wrong, what you're changing to stop it recurring. If you need to check the facts first, say you're looking into it — then follow through.
04Move resolution off the public thread
Invite them to contact you directly (or provide your complaints process) so personal details stay private.
05Learn and act
Fix the cause. If several reviews mention lateness, look at your rosters.
The line you never cross
Before publishing any review response
- Acknowledge the specific feedback without arguing about the participant's experience
- Remove personal, health, worker, and service details that should not be public
- Do not pressure the reviewer or offer an incentive to edit or remove the review
- Move complaint resolution to a private, accessible channel
- Log and investigate any safety, conduct, or service-quality concern
- Read the response once as a future participant before publishing it
Never argue in public, never name the worker in a defensive way, and never blame the participant for their own complaint — even when you think they're wrong.
When a review is actually a complaint
If a review describes an incident that raises a genuine safety or conduct concern, treat it as a formal complaint too: log it, investigate it, and respond under the NDIS Code of Conduct and your complaints process. Registered providers must also meet their applicable Practice Standards. The public reply is not the investigation — it's the acknowledgement.
Frequently asked questions
Should I respond to every review?
If you can reply publicly on the platform, respond consistently, especially to recent reviews. On NDIS Provider Review, public replies require Featured. A short, genuine reply gives you a chance to acknowledge feedback without disclosing private details.
Can I ask the reviewer to remove their review?
You can ask — politely — and some participants will update or remove a review if a problem is genuinely resolved. Never pressure, argue, or offer incentives in exchange for changes; that breaches review expectations and platform rules.
What if a review is abusive or contains personal information?
Stay factual and calm, avoid naming or retaliating, and use the platform's reporting tools if the content is abusive or leaks personal details. If it is a genuine complaint, direct the conversation through your complaints process.
Is a complaint the same as a bad review?
No. A negative review is a public opinion. A formal complaint to your organisation or the NDIS Commission is a regulated matter with timeframes and record-keeping requirements. Treat them separately.
Official sources
This guide is checked against these official pages.
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