Your feedback helps us do better, and you have every right to raise a concern. We take all complaints seriously, we treat you with respect while we sort them out, and no one who makes a complaint will be treated any differently because of it.
How to make a complaint or give feedback
You can reach us in whatever way suits you:
- By phone on 0423 633 142. Our line is answered 24 hours a day, Monday to Saturday.
- By email at [email protected]
- In person at our office, Unit 112/22-30 Wallace Ave, Point Cook VIC 3030
- Through someone who speaks for you, such as a family member, carer or advocate
- Anonymously, if you would rather not give your name
What happens after you contact us
We acknowledge every complaint within 2 business days. Then we contact you to understand your concern, look into it properly, and keep you updated at each step. If your complaint involves another organisation or is better handled by the NDIS Commission, we tell you and help you connect with the right people. We aim to resolve complaints within 30 calendar days.
If you would rather go elsewhere
You can raise a concern about an NDIS service directly with the NDIS Quality and Safeguards Commission at any time. You do not have to come to us first.
- NDIS Commission: 1800 035 544 (free from landlines) or online at ndiscommission.gov.au/about/complaints
- TTY: 133 677
- Interpreter (TIS National): 131 450
If you need this page or any of our information in another format, see our Accessibility page.