Feedback & complaints
Tell us when something is not right
Before you do
- Complaining will not affect your supports, in any way
- You can do it anonymously, or have someone do it for you
- You can go straight to the NDIS Commission on 1800 035 544 instead of, or as well as, telling us
Three ways to reach us
What happens next
How we handle a complaint
You should not have to wonder where your complaint went. Here is the process, and the timeframes we hold ourselves to.
- 1
We acknowledge it
Within two business days we confirm we have received your complaint and tell you who is handling it.
- 2
We look into it
We gather the facts, speak with everyone involved, and keep you updated on where things are up to.
- 3
We tell you the outcome
We aim to resolve complaints within 21 days. You get a clear explanation of what we found and what we are changing.
- 4
You can escalate
If you are not satisfied, you can take it to the NDIS Quality and Safeguards Commission at any point. You never have to finish our process first.
Your rights
What you are entitled to
These are not favours we extend. They are your rights as an NDIS participant, and we are bound by the NDIS Code of Conduct to uphold them.
- To be treated with respect, and free from violence, abuse, neglect and exploitation
- To make a complaint without it affecting your supports in any way
- To have someone speak for you — a family member, friend or independent advocate
- To make a complaint anonymously
- To have your privacy respected throughout
- To go to the NDIS Commission directly, at any time, instead of or as well as telling us
- To an interpreter, or information in a format that works for you
Going elsewhere
You can contact the NDIS Commission directly
The NDIS Quality and Safeguards Commission handles complaints about NDIS providers independently. You can go to them instead of us, or as well as us, at any stage. You do not need our permission and you do not need to tell us first.
Feedback form
Send us your feedback
Compliments help us know what to keep doing. Complaints help us fix what is broken. Both are welcome, and your contact details are optional.