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How to make a complaint about your service

If you don’t feel safe or are unhappy with your services, you have the right to make a complaint. You can try to talk to your service provider about your complaint. This might be the quickest way to get your complaint resolved. All National Disability Insurance Scheme (NDIS) registered providers need to have a system in place to manage complaints.

If you don’t feel comfortable talking to your service provider, or you aren’t happy with how they handled your complaint, you can contact the NDIS Quality and Safeguards Commission (the Commission) about your concerns. The Commission is an independent agency created to improve the quality and safety of NDIS supports and services.

If you’re in New South Wales, South Australia, the Australian Capital Territory, Northern Territory, Queensland, Victoria or Tasmania, you can make a complaint to the Commission by:

  • calling 1800 035 544 (free call from landlines) or TTY 133 677
  • calling the National Relay Service and asking for 1800 035 544
  • completing a complaint contact form.

If you’re in Western Australia, contact the Health and Disability Services Complaints Office to make a complaint until 31 December 2020.

What happens when you make a complaint?

When you make a complaint, the Commission will work as quickly as possible to solve it. If you are at a high risk of harm, neglect or abuse, they will act immediately to protect your safety. For less serious complaints, the Commission will:

  • let you know they have received your complaint within the next business day
  • call you within two business days
  • work to resolve your complaint within 21 business days.

When the Commission calls you, they may ask for more information about your complaint. They will also contact the person or organisation that you are making a complaint about and ask them for their response. The Commission will let you know what they say.

Original resources

NDIS Quality and Safeguards Commission website

NDIS website

Advocacy tips

  • Read the NDIS Code of Conduct if you need more guidance about what NDIS participants can expect from their providers and workers.

  • Before you make a complaint, talk about your experience with a family member, friend or advocate to help you work through the issues and how you can express them. You can also ask someone to help you make a complaint.

  • You can speak to a disability advocate to help you make a complaint. You can find your closest advocacy organisation on the Disability Advocacy Finder website.

Date
26 May 2020
State
Applies to all states