Feedback and Complaints
If something we've done isn't right, we want to hear it. Complaining will never affect your housing, your tenancy or how you're treated, and you can go straight to the NDIS Commission instead of us if you'd prefer.
Before anything else
What You're Entitled To
Complaining will never affect your housing, your tenancy, or the way we treat you.
You can ask a family member, advocate, coordinator or friend to raise it for you.
You can complain anonymously, though it limits what we can report back to you.
You can go straight to the NDIS Commission without telling us at all.
Telling us
How to Raise It with Us
Any of these is fine. You don't need to put it in writing, use particular words, or explain it more than once.
Someone else can raise it for you: a family member, your support coordinator, your SIL provider or an advocate. We'll deal with them if that's what you want, and you can stay anonymous, though that does limit what we can tell you afterwards.
What Happens Next
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We acknowledge it straight away
You'll hear from a person, not an automated reply, confirming we've received it.
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We start work on it
Complaints are not queued. We'll tell you who is handling it and what we're doing, and if we need more from you, we'll ask once.
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We tell you the outcome
What we found, what we're changing, and why, in plain language.
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You decide if that's enough
If you're not satisfied, you can escalate to the Commission at any point. That option never closes.
If we can't resolve it, we'll tell you rather than let it drift, and we'll point you to the Commission.
Independent of us
The NDIS Quality and Safeguards Commission
You can complain to the Commission about any NDIS provider, including us. You do not have to raise it with us first, and you don't need our permission or our knowledge.
We'd like the chance to put things right ourselves, but that is a preference, not a requirement, and it does not come before your right to go to the regulator.
Phone
1800 035 544
Free call from landlines
TTY
133 677
For people who are deaf or hard of hearing
Online
ndiscommission.gov.au
Complaint contact form
Contact details are published by the Commission at ndiscommission.gov.au: check there for the current numbers and for interpreting and translating options.
If You'd Like Someone on Your Side
Free, independent advocates can help you make a complaint and speak for you if you want them to. They don't work for us and they don't work for the NDIS. The Commission's website lists advocacy services, and your support coordinator can usually put you in touch with one locally.
If you're in immediate danger, call 000.