If something is not right, we want to know. Telling us is not difficult, it will not affect your supports, and you will not be treated differently for doing it.

Your rights

You have the right to:

raise a concern without fear of it affecting your supports
have someone else — a family member, advocate or friend — raise it for you
have your complaint taken seriously and dealt with fairly
have it handled confidentially
go directly to the NDIS Commission without coming to us first
be told what we did about it

How to raise something with us

By phone — call us and ask to speak to a coordinator.

By email — write to us with what happened and what you would like done about it.

In person — tell your support worker or coordinator. They are required to pass it on.

Anonymously — you can make a complaint without giving your name. We may be limited in what we can investigate, but we will still act on it.

You do not need to use any particular form or wording.

What happens next

Within 2 business days we acknowledge your complaint and confirm who is handling it.
Within 5 business days we contact you to make sure we have understood the issue and to agree how you want to be kept informed.
Within 21 days we aim to resolve it. If it is complex and will take longer, we will tell you why and give you a revised timeframe.
At the end we tell you what we found, what we did, and what we changed.

If you are not happy with our response, you can ask for it to be reviewed by the business owner, or escalate externally at any point.

Going directly to the NDIS Commission

You do not have to raise a concern with us first. You can contact the NDIS Quality and Safeguards Commission at any time.

Phone: 1800 035 544 (free call from landlines) — 9am to 5pm Monday to Friday
TTY: 133 677
Website: ndiscommission.gov.au
National Relay Service: communications.gov.au/accesshub then ask for 1800 035 544
Interpreters: call 131 450 (TIS National) and ask for the NDIS Commission

Aged care complaints

If your supports are funded through a Home Care Package or another aged care programme, you can contact the Aged Care Quality and Safety Commission:

Phone: 1800 951 822
Website: agedcarequality.gov.au

Privacy complaints

For concerns about how we have handled your personal information, see our privacy policy, or contact the Office of the Australian Information Commissioner on 1300 363 992.

Advocacy support

You are entitled to have an independent advocate support you. The National Disability Advocacy Program can connect you with a free advocate — find one through the Disability Advocacy Finder at askizzy.org.au/disability-advocacy-finder.

Feedback that is not a complaint

Positive feedback is genuinely useful too — it tells us what to keep doing, and we pass it on to the worker involved. If a support worker has done something well, tell us.

Feedback & Complaints