Feedback and complaints

Our commitment

You have the right to complain about any support we provide, and to do so without it affecting the supports you receive. Complaints are not a nuisance to us. They are the fastest way we find out that something is not working.

We will treat your complaint fairly, deal with it promptly, keep you informed, and use what we learn to improve. You will not be treated differently, and your supports will not be reduced or withdrawn, because you raised a concern.

Who can complain

Anyone can. Participants, family members, carers, guardians, support coordinators, LACs, other providers, employers, and members of the public. You can complain on someone else's behalf with their consent, or anonymously.

How to make a complaint

Use whichever way is easiest for you. You do not need to use particular words, put it in writing, or explain it perfectly.

Tell us what happened, when, who was involved, and what you would like to see done about it. If you do not know what outcome you want, that is fine. Tell us what happened and we will work it out together.

Anonymous complaints

You can complain without giving your name. We will investigate as far as we can, though we will not be able to tell you the outcome or ask follow-up questions.

What happens next

1. We acknowledge itWithin two business days, so you know it has reached a person and is not sitting in an inbox.
2. We look into itWe gather the facts, speak with the people involved, and may contact you for more detail. If you would like a support person or advocate involved, tell us and we will work with them.
3. We respondWithin 21 days, we explain what we found, what we are doing about it, and why. If it will take longer, we will tell you why and keep you updated.
4. We record and learn from itEvery complaint is recorded and reviewed. Where a complaint reveals a problem in how we work, we change how we work.

If you are not satisfied

Tell us. We will review the matter again, and where appropriate have it looked at by someone who was not involved the first time.

You do not have to come to us first, and you do not have to wait for us to finish. You can go to the NDIS Commission at any time, including while we are still looking into your complaint.

Complaining to the NDIS Commission

The NDIS Quality and Safeguards Commission is the independent body that regulates NDIS providers. It handles complaints about the quality and safety of NDIS supports.

Other places you can go

• Privacy concernsOffice of the Australian Information Commissioner, 1300 363 992 or oaic.gov.au. In New South Wales, the Information and Privacy Commission on 1800 472 679.
• NDIS plan or funding decisionsThese are decisions made by the NDIA rather than by us. Contact the NDIA on 1800 800 110.
• Crimes or immediate dangerContact the police. In an emergency call 000.

Support to make a complaint

You do not have to do this alone, and you do not have to do it in English.

• An advocateA disability advocate can speak up with you or for you, free of charge and independently of us. You can find one through the National Disability Advocacy Finder at askizzy.org.au/disability-advocacy-finder or by calling 1800 800 110.
• An interpreterTranslating and Interpreting Service, 131 450. Tell us and we will arrange one at no cost to you.
• The National Relay Service133 677, for people who are deaf or have a hearing or speech impairment.
• A support personA family member, friend or anyone else you trust can be with you at any point in the process.

If you would like this page in Easy Read, large print, or another language, contact us and we will arrange it.

Feedback that is not a complaint

If something worked well, or you have an idea for how we could do better, we would like to hear that too. Use the same contact details. Positive feedback tells us what to keep doing, and suggestions are often easier to act on than complaints.