Complaints & feedback
We want to hear what we’re doing well and what we can do better. Raising a concern will never affect the support you receive.
How to give feedback or make a complaint
You can tell us in whatever way suits you:
- talk to your support worker or any member of our team
- call us on 0401 665 698
- email [email protected]
- use the contact form on our website
You can ask a family member, friend, carer, support coordinator or advocate to raise it for you. You can also give feedback anonymously.
What happens next
- We acknowledge it. We’ll let you know we’ve received your complaint and who is looking after it.
- We look into it. We’ll listen to you, gather information and keep you informed.
- We work towards a fix. We’ll talk with you about what you’d like to happen and tell you the outcome and any changes we make.
- We learn from it. We use feedback and complaints to improve our services.
We handle complaints fairly, confidentially and as quickly as we can. You won’t be treated differently for making a complaint.
Need support to make a complaint?
An independent advocate can help you. Disability advocacy services are free and confidential. Search the Ask Izzy directory or the National Disability Advocacy Program to find one near you.
NDIS Quality and Safeguards Commission
If you’re not happy with how we’ve handled your complaint, or you’d rather not raise it with us, you can contact the NDIS Quality and Safeguards Commission:
- Phone: 1800 035 544 (free call from landlines)
- Website: ndiscommission.gov.au
- TTY: 133 677 · National Relay Service: ask for 1800 035 544
In an emergency, call 000. To report abuse or neglect of a person with disability, call the National Disability Abuse and Neglect Hotline on 1800 880 052.