Your voice should be heard, respected and acted on.
If something does not feel right, if you have a concern, or if you simply want to tell us what we could do better, we want to hear from you.
Feedback can be positive, practical or difficult.
You do not need to use formal language or know exactly what outcome you want before contacting us.
A concern or complaint
Something has gone wrong, does not feel safe, was not handled well, or you are unhappy with an aspect of your support or experience with us.
A suggestion
You have an idea about how communication, scheduling, support delivery or another part of our service could work better for you.
A compliment
You want to recognise something that worked well or acknowledge a worker or team member who made a positive difference.
A change you need
Your preferences, communication needs, routines or circumstances have changed and you want us to review how support is being provided.
A simple process, centred on understanding the issue.
Every complaint is different. The steps below explain the general approach we aim to take when you raise a concern with AccessAbility.
We listen
We take time to understand what happened, what matters to you and whether there is an immediate safety issue that needs attention.
We clarify
We may ask questions or seek relevant information so the concern can be understood fairly and accurately.
We respond
We consider what action is appropriate, explain the response where possible, and keep you informed as the matter is worked through.
We learn
Feedback and complaints can identify changes to practice, communication, training or systems that may improve support for you and others.
You can raise a concern without having to manage it alone.
You may ask a family member, friend, nominee, guardian, support person or independent advocate to help you make or discuss a complaint.
Tell us what happened in the way that feels easiest.
You can contact us directly by phone or email. If you are comfortable doing so, it can help to tell us what happened, who was involved, what impact it had and what you would like to happen next.
You do not need to have every detail ready before you contact us.
You can also raise concerns outside AccessAbility.
Different organisations handle different types of NDIS concerns. These are the main pathways participants and families may need.
NDIS Quality and Safeguards Commission
For concerns about the quality or safety of NDIS supports or services, provider conduct, workers, neglect, abuse, privacy, unfair practices or complaints that have not been handled effectively.
National Disability Insurance Agency (NDIA)
For issues about access to the NDIS, plan funding amounts, NDIA decisions or response times, and myNDIS or myPlace participant/provider portal matters.
NDIS contact information ↗Questions people often have before speaking up.
If your question is not answered here, contact us and we can talk it through with you.
Do I have to call it a “complaint”?+
No. You can simply tell us that something is worrying you, did not go well or needs to change. We can help clarify what you want us to understand.
Can someone help me raise a concern?+
Yes. You may involve a family member, friend, nominee, guardian, support person or independent disability advocate.
Will making a complaint affect my support?+
Raising a concern should not result in threats or negative treatment. Feedback and complaints are an important part of safe, quality support.
Can I go directly to the NDIS Commission?+
Yes. If you are concerned about the quality or safety of NDIS supports or services, you can contact the NDIS Quality and Safeguards Commission. You do not have to resolve every issue with the provider first.
What if my complaint is about my NDIS plan or funding?+
Issues about access to the NDIS, plan funding, NDIA decisions or response times are generally handled by the National Disability Insurance Agency rather than the NDIS Commission.
Good support includes being willing to listen when something needs to change.
Contact AccessAbility to share feedback, raise a concern or ask how our complaints process works.