Feedback and complaints
We want to hear from you, good or bad. It's how we get better.
Want this in simple words and pictures? Read the Easy Read version.
Give feedback or make a complaint
Who can give feedback or make a complaint
Anyone can, including:
- people we support, their family, carers, guardians or nominees
- an advocate, support coordinator, plan manager or other professional
- our staff and contractors
- visitors and members of the public
You can complain about anything to do with our services, such as the quality of your supports, a decision we made, how a worker behaved, or how we handled your information.
How to tell us
You can tell us anonymously if you'd rather not give your name. We'll still take it seriously, although it may be harder for us to tell you what we did.
Getting help to complain
You can ask a family member, friend, support person or advocate to help you, or to make the complaint for you. We can also help you by:
- arranging a free interpreter through the Translating and Interpreting Service (131 450)
- talking with you through the National Relay Service if you are deaf or have a hearing or speech impairment
- giving you information in Easy Read
- helping you find an independent advocate
Our promise to you
- Making a complaint will not affect your supports or how you're treated.
- We'll keep your complaint confidential and only share it with the people who need to know to fix it.
- We'll treat everyone involved fairly and give them a chance to respond.
- If your complaint is about a manager, a different manager will handle it.
What happens next
- We'll let you know we've received your complaint as soon as we can.
- We'll look into it. We may talk with you and anyone else involved, and ask what you'd like to happen.
- We'll keep you updated. We aim to resolve complaints quickly. If it will take longer than expected, we'll tell you why.
- We'll tell you the outcome and what we're doing about it.
- If you're not happy with the outcome, you can ask for it to be reviewed by a senior manager, or contact one of the organisations below.
If a complaint involves possible abuse, neglect, harm or other serious incidents, we'll act straight away to keep people safe and report it to the NDIS Quality and Safeguards Commission or other authorities as the law requires.
We record all feedback and complaints and review them regularly to find ways to improve our services.
Who else you can contact
You can contact these organisations at any time. You don't have to complain to us first.
If we deliver aged care services for another registered aged care provider, you can also raise your concern with that provider.
If someone is in immediate danger, call 000.