Medicare & NDIS Registered Provider

How to Make a Complaint: Information for NDIS Participants

• If you have a concern or problem with a support or service provided, the first thing you should do is speak with me, Amber Layburn. Wherever possible my aim is to resolve your concerns or problem when you first contact.

• If you are not satisfied and would like to make a complaint, I will provide you with a Complaint Form and can assist you to complete it. Alternatively, you can complete the online complaint form found in the Policy section at This helps ensure your complaint is understood and the details are accurately gathered.

• Once your complaint is received, I will:

o Provide you with an acknowledgment of receipt of your complaint;

o Keep you informed of the progress of the complaint, including any action taken, the reason for any decisions made and options for review of decisions;

o Keep you involved in the resolution of the complaint.

o Advise you in writing of the decision/outcome and the reason for the decision.

If I am not able to resolve your complaint within 10 working days, I will keep you informed of how long I expect that it will take to resolve your complaint.

• If you are not satisfied with the outcome of your complaint, you are invited to contact the Commissioner of the NDIS Quality and Safeguards Commission.

NDIS Quality and Safeguards Commission

PO Box 210 Penrith NSW 2750

Phone: 1800 035 544

You can make a complaint to the Commission about any issue connected with the support or services provided by an NDIS Provider. Complaints can be made orally, in writing, or by any other appropriate means and can be made anonymously. A complaint can be withdrawn at any time.

• If a person makes a complaint to the NDIS Quality and Safeguards Commission, the Commissioner must decide what to do. The Commissioner may decide to;

o Take no action, or defer taking action in some cases (for example, if the complaint was not made in good faith or there is not enough information to continue); or

o Help the complainant and other affected people to work with the NDIS provider to resolve the complaint; or

o Undertake a resolution process.