nTrustus - When Feedback Counts | Autism Awareness Australia

February 4, 2025

Giving feedback, whether sharing complaints or compliments, is important for being heard and improving the NDIS for everyone.

Ross Paull explains how nTrustUs empowers autistic people and their families to share feedback about their NDIS service providers, creating meaningful improvements across the sector.

Tell us about nTrustus and why it was launched?

Sometimes, it’s the smallest actions that make the biggest impact. That’s the idea behind our launch campaign, “It’s the Little Things That Count.” Whether it’s resolving a small issue or acknowledging feedback, these moments can turn frustration into trust and create meaningful change. We show this in our new video, “Cereal Box."

nTrustus was launched to make these moments possible. Funded by the NDIS Quality and Safeguards Commission’s grant program, nTrustus is a simple, easy-to-use online platform where NDIS participants can give feedback, share compliments, or raise complaints - anytime, anywhere – and it’s free to use for NDIS Participants. It removes the awkwardness of direct conversations by providing a safe, accessible way for participants to connect with their providers and get timely, meaningful responses.

Feedback matters, not just for resolving issues but for building a better system. With nTrustus, participants are empowered to speak up, and providers get the insights they need to improve. By focusing on the little things, nTrustus helps create a culture of accountability, transparency, and continuous improvement within the NDIS.

The platform officially launched last month on December 3 to coincide with International Day of People with Disability - a day that celebrates inclusion and amplifies the voices of everyone in the disability community.

At its heart, nTrustus exists to ensure that everyone’s feedback counts, paving the way for stronger relationships, better services, and a more personalised and supportive care journey.

For Alex, a young man with a disability, that moment came when his breakfast routine fell apart because the wrong-sized cereal box was delivered. With frustration building, Alex used nTrustus to report the issue. In no time, a support worker delivered the correct cereal box - one that fit perfectly on his shelf. This small, quick fix made a big difference in Alex’s day, and it’s a perfect example of why nTrustus exists.

What has been some of the feedback you’ve received from Participants?

“People with a disability have a right to be heard and not put into a corner and forgotten.”

“Being able to do it online, write what you want, feel heard without another person who might be having a bad day.”

“I get overwhelmed and never get the words right. The online helper made my complaint sound really good”.

"Often complaints can become all-consuming in our life, which also makes it hard.”

“Having it online makes it easier to complain, on the phone I may become upset, particularly if the other person is not understanding.”

What makes nTrustus empowering and inclusive?

nTrustUs is designed to empower NDIS participants and providers by creating a safe, supportive, and inclusive space for feedback. Whether it’s sharing a complaint or celebrating great service, our platform ensures everyone’s voice is heard and respected.

For Participants, we’ve developed an AI tool called My Complaint Assistant, which simplifies and assists in the process of writing a complaint. The AI helps by improving clarity, fixing grammar and spelling, and turning awkward language into strong, straightforward feedback.

This is especially helpful for people who find communicating in English challenging or feel overwhelmed by the idea of submitting formal feedback. It’s not about taking over - it’s about guiding and supporting participants to confidently express themselves and know their concerns will be taken seriously.

For Providers, our My Response Assistant offers the same level of thoughtful support. It ensures responses are constructive and align with NDIS guidelines so participants aren’t left feeling dismissed or unheard. Helping providers respond professionally and positively creates a bridge for open, respectful dialogue that benefits everyone.

What makes nTrustUs truly unique is its focus on solutions, not just complaints. Our platform allows for back-and-forth communication until a resolution is reached, ensuring participants aren’t left “in the dark.” This two-way approach, supported by AI, builds trust and confidence in the process.

Inclusivity is at the core of everything we do. Participants can choose whether to use the AI tools - it’s completely optional and always there to help, not to take control. We also celebrate the power of compliments by allowing participants to highlight exceptional service.

Ultimately, nTrustUs empowers participants to speak up and creates a system that supports providers in improving their services. It’s not just about resolving issues - it’s about making feedback easier, kinder, and more effective, leading to real change within the NDIS community.