Step 4

Feedback and complaints

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NDIS Complaint Form

For more information on submitting feedback and complaints check out the NDIS website.

Everyone experiencing the NDIS has the right to provide feedback or make a complaint.

The National Disability Insurance Agency welcomes feedback, including complaints, because feedback identifies what works, what does not work, and where improvements can be made.

You can provide feedback or submit a complaint in person at a local National Disability Insurance Agency office, by calling the National Disability Insurance Agency support line, in writing, or by using the online form.

It is a good idea to keep a record of any feedback you provide, particularly complaints in case you need to refer back to them in the future.

Process

When the National Disability Insurance Agency receive a complaint they aim to:

  • Take immediate action if there appears to be a high risk of harm, neglect or abuse
  • Acknowledge complaints within the next business day from receiving the complaint
  • Call you within two business days of acknowledgement of your complaint
  • Resolve complaints within 21 business days of receiving your complaint.

What to do if you are unhappy with outcome

If you are not happy with the outcome of your complaint you can ask for a supervisor or manager to review your complaint and how it was handled. After this, if you are still not satisfied, you may seek assistance through the Commonwealth Ombudsman or National Disability Advocacy Program. You can ask for support from a family member, friend or service provider to do this.

 

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