How to Make a Complaint

YOUR PRIVACY

My Ability Angel Pty Ltd collects and uses personal information, including sensitive information, for the purpose of performing functions as set out in the NDIS Act. My Ability Angel Pty Ltd is committed to the proper handling of personal information in accordance with the Australian Privacy Principles in the Privacy Act 1988 and the NDIS (Protection and Disclosure of Information) Rules.
For more information please see our Feedback and Privacy Policy

WHAT HAPPENS AFTER I MAKE A COMPLAINT?

Your complaint will be acknowledged, and your service coordinator will arrange a time to talk to you to understand the concerns you are raising. We might ask you:

• for enough information so we can understand the issues involved and any immediate concerns
• if you are making a complaint on behalf of an NDIS participant, whether we can speak to them to seek their input and understand their concerns
• for your permission to speak to other relevant parties about your complaint, and to seek further information and/or documents from them

We will confirm with you the issues raised in your complaint, and the outcomes you are seeking. Your consent is required to start the resolution process.

HOW IS MY COMPLAINT RESOLVED?

Our aim is help you resolve a complaint quickly and simply. To do this, we will review the information provided to us by yourself and talk to everyone involved about this information.
Resolution
We can often resolve complaints by speaking with you and the other relevant parties and making necessary adjustments where required to service provision and existing practices. There may be instances where a resolution of a complaint is unsatisfactory between a provider and a participant, in these instances you have a right to seek further support by contacting the NDIS Commission.

HOW TO MAKE A COMPLAINT ABOUT A SERVICE

People with disability have the right to complain about the services they receive. Most NDIS providers do their best to provide quality supports and services to people with disability, but issues can occur.

If you have a concern about your current NDIS supports or services, it is important that you talk about it.

Complaints are important—they can help providers understand what is important to people with disability and improve the quality of services they provide, so your complaint can help other people too.

If you feel comfortable, you are encouraged to raise your concern or complaint with your provider first, as this is often the best way to have your issue resolved quickly. All registered NDIS providers must have a complaints management and resolution system in place.

If the provider is unable to resolve your concern or complaint, then you should seek further support.

You may seek support from family, a friend or an independent advocate in making a complaint.

For further information see: Disability Advocacy.

FURTHER ASSISTANCE IF YOU ARE UNHAPPY ABOUT THE OUTCOME OF A COMPLAINT YOU MADE

A complaint can be made to the NDIS Quality and Safety Commission by:

• Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
• National Relay Service and ask for 1800 035 544.
• Completing a complaint contact form.

The NDIS Commission can take complaints from anyone about:

• NDIS services or supports that were not provided in a safe and respectful way
• NDIS services and supports that were not delivered to an appropriate standard
• how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant

As well as dealing with complaints, the NDIS Commission works to educate providers about delivering quality and safe supports, and effectively responding to complaints. If a complaint raises a serious compliance issue, the NDIS Commission has powers to take action.