How to give feedback or make a complaint

Online by filling out our > Complaints, Feedback and Compliments form

Leave your complaint, feedback or compliment












By phone: call us on 1300 89 89 48

Who can help?

A family member or friend may assist you to provide feedback. You also have the right to use translation/interpreter services or an independent advocate.

You can also get assistance from complaints organisations in your state or territory. Please see Appeals section below.

What happens when you make a complaint?

  • We will make contact with you within three working days of receiving your complaint
  • We will investigate your complaint thoroughly, in an objective and unbiased manner
  • We will listen to your opinions in a respectful way
  • You will not be disadvantaged or discriminated against because you have made a complaint
  • Your complaint will be treated in a confidential manner. Details about the complaint will not be disclosed, unless you consent to this or if it is required by law or necessary to ensure your safety. See our Privacy Policy
  • We always aim to resolve a complaint within 30 working days. However, you will be informed if it takes longer to investigate and resolve an issue
  • We will try and resolve your complaint to your satisfaction
  • We will use your feedback in improving the way we work

Appeals

If you are unhappy with the way we have managed your complaint, you can lodge an appeal with our Chief Executive Officer. Alternatively, you can appeal to the relevant appeals body in your state or territory (see below).

NDIS

Disability Services Commissioner

Phone: 1800 677 342

Website: www.odsc.vic.gov.au