Feedback Management

Both positive and negative comments are appreciated. Speaking up allows us to identify what is effective, what is ineffective, and areas for improvement.

We would be interested in knowing if you are a participant and how the NDIS has facilitated your social connections. You may have recently joined a community group, started a new job, or begun a course. We would like to hear about any projects or initiatives you are currently working on.

Feedback

Feedback to NDIA

You may also contact the NDIA by phone at 1800 800 110 or via email at feedback@ndis.gov.au. You can file a complaint in your preferred language using an online form found on the NDIA website.

What happens when you make a complaint?

Your local office will address your complaint or feedback as soon as possible. By the NDIS Participant Service Charter and our feedback and complaints procedure, we must:

In cases when there seems to be a high risk of abuse, neglect, or damage, act right away.
Try to respond to complaints or comments the same business day after they are received.
After two business days of acknowledgment, call you.
After receiving a complaint, try to address it within 21 business days.
Publicize details about our performance.

To better understand the content of your feedback or complaint, we may request additional information when we contact you to discuss it.

We will contact the individual or organisation you are complaining about or offering feedback to, provide them with the specifics, and request any pertinent information and comments. We will notify you of their reaction to your comments or grievances.

There are numerous approaches to addressing complaints or feedback, and the employee managing your complaint or feedback can inform you about previous resolutions of similar complaints or feedback that have been addressed.

You can ask a manager to go over your complaint and the way it was handled if you’re not happy with the result. If you’re still not satisfied after this, you can contact the Commonwealth Ombudsman for help: Dial 1300 362 072.

Commonwealth Ombudsman website: Complaining online at https://www.ombudsman.gov.au/

Registering a grievance regarding the calibre of the support and services

A new independent Commonwealth organisation, the NDIS Quality Safeguards Commission, was established to enhance safety and support services. They control suppliers, guarantee uniformity across the country, advertise services, address issues, and pinpoint development opportunities.

To provide feedback or apply for Provider Support, please visit the NDIS Commission website or call them at 1800 035 544.

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Feedback Management