Complaints and feedback

Who can give feedback or complain

Anyone can. That includes the people we support, family members, friends, guardians, support coordinators, advocates, health professionals and our own workers. You can tell us about something that went well, something that could be better, or something that went wrong.

How to tell us

• Use our contact form and tell us it is feedback or a complaint.
• Tell any member of our team in person, including the workers who support you.
• Ask someone you trust, such as a family member, support coordinator or advocate, to contact us for you.

You can make a complaint in any language and in the way that works for you. If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service. For an interpreter, call TIS National on 131 450 and ask them to contact us.

You do not have to give your name. If you do not, we will still look into what you tell us, but it may be harder for us to tell you what we did.

What happens next

1. We listen. We reply promptly to let you know we have your feedback or complaint, and who will look after it.
2. We ask what you would like. We talk with you, or your support person, about what happened and what you would like to happen now.
3. We look into it. Where possible, someone who was not involved reviews what happened, fairly and in confidence.
4. We tell you what we found. We explain what we found and what we will do, in plain words. If it is taking longer than expected, we keep you updated.
5. We learn from it. We record feedback and complaints and use them to improve how we work.

If you are not happy with how we handled it, tell us, and we will look at it again.

You will not be treated differently

Making a complaint will never affect the support you receive, how our team treats you, or your choice to keep using us. Your complaint is kept confidential and shared only with the people who need to know to resolve it, or where the law requires it.

Going straight to the NDIS Commission

You can contact the NDIS Quality and Safeguards Commission at any stage. You do not have to talk to us first. The Commission handles complaints about the quality and safety of NDIS supports and services.

• Phone: 1800 035 544
• TTY: 133 677
• Website: ndiscommission.gov.au

If your concern is about your NDIS plan or a funding decision, contact the NDIA on 1800 800 110.

Help from an advocate

An independent disability advocate can help you speak up, understand your options and make a complaint. Many advocacy services are free, and they are separate from us. Your support coordinator or the NDIS Commission can help you find an advocate near you.

If someone is in danger

If someone is in immediate danger, call 000.

Last updated: 28 September 2026