We regularly obtain feedback through our satisfaction surveys, discussions with family and by listening to what our people and team tell us. We also are well connected to our community, and we welcome feedback from all.
In accordance with the Complaints, Compliments & Suggestions Policy of NDIS, we aim to facilitate the fair, prompt and confidential resolution of all complaints.
For complaints we will:
- Treat your complaint seriously
- Acknowledge receiving your complaint, verbally or in writing, within 5 days
- Investigate your complaint within 20 days from the date of acknowledgemen
- Inform you if it will take longer to process your complaint, and explain why
How to make a complaint
Speak with the person involved or the Team Leader.
Ask your Advocate / Community Visitor / Family member to speak with Team Leader.
If you do not feel that your Team Leader has listened to you, you can then take your complaint or suggestion to the Manager. If you are still unable to get a successful outcome you can then contact the Managing Director Jake Chatfield via firstname.lastname@example.org. You will have a response from our team within 7 days of your complaint and if action is required, we will act on your complaint and will aim to resolve your complaint within 2 weeks. If you still feel that your complaint has not be resolved you can take your complaint to the NDIS COMMISSION
Suggestions and Complaints
Phone: 1800 035 544
If you are unhappy with your dealings with the NDIA, if you are unsure of the services you are receiving or feel you are not being assisted by NDIA staff you can call 1800 800 110 or email email@example.com