Providing Feedback

We welcome feedback, the good and the bad.  If people speak up it helps us to see what works, what doesn’t and where we can make improvements.

If you’re a participant we’d love to hear about how the NDIS has helped you connect with the community. Perhaps you’ve started a course or a new job or are now a member of a community group. Whatever you’re up to we’d love to hear your story.

Feedback to Feros Care

You can email us directly on [email protected] or phone 1300 986 970

Feedback to NDIA

You can also send an email to [email protected] or call the NDIA on 1800 800 110.  An online complaint form on the NDIA website allows you to make a complaint in your preferred language.

What happens when you make a complaint?

We will resolve your complaint as quickly as possible at your local office. Our Complaints Procedure requires that we:

  • take immediate action where there appears to be a high risk of harm, neglect or abuse
  • aim to acknowledge complaints within the next business day from receipt
  • call you within two business days of acknowledgement
  • aim to resolve complaints within 21 business days of receipt
  • publish information on our performance.

When we contact you to talk about your complaint we may ask you to provide more information to help us understand the nature of your complaint.

We will contact the person or organisation you are complaining about, provide them with details and ask for their comments and relevant information. We will let you know what they say in response to your complaint.

Complaints can be resolved in many different ways and the officer who is handling your complaint can provide you with information about how similar complaints have been resolved.

If you are dissatisfied 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 from the Commonwealth Ombudsman: Call: 1300 362 072

Web: Commonwealth Ombudsman: Making a complaint http://www.ombudsman.gov.au/making-a-complaint

What if you think a decision made by the NDIA about you is wrong?

If you think a decision made by the LAC service or NDIA is wrong you can lodge an application for an internal review of a decision.