Complaints

We encourage you to contact us if you are unhappy with our service, or there is an issue As service providers it’s important that we understand how you feel, and there are ways that you can make a complaint if you would like to - it’s all about your choice and control .

  • We take feedback very seriously

  • It’s your right to make a complaint

  • It’s OK to make a complaint or give feedback

  • Receiving feedback, good and bad, helps us improve our service

How to make a complaint

To begin the complaint process please fill out complaint form below and we will respond to you within 3 business days.

We will take reasonable steps to ensure that information provided in a complaint and during any complaints process is kept confidential and only disclosed if required by law or if the disclosure is otherwise appropriate in the circumstances.

A complaint may be made on an anonymous basis. You can make an anonymous complaint by filling out the Feedback and Complaints Form (below) and not including your name and the other details that may identify you.

 

Spectrum Support Coordination - Feedback and Complaints Form

 

  • Rights to access advocates

    You may seek support from family, a friend or an independent advocate in making a complaint. If you require an advocate or representative, please let us know and we would be pleased to cooperate with, and facilitate arrangements for, advocates (including independent advocates) and other representatives.

    How to make a complaint to the NDIS Commission

    A complaint can be made to the NDIS 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.

    • Visiting https://www.ndiscommission.gov.au/about/complaints and completing a complaint contact form.

    The NDIS Commission can take complaints about:

    • services or supports that were not provided in a safe and respectful way

    • services and supports that were not delivered to an appropriate standard

    You can make a complaint to the NDIS Commission on an anonymous basis.

    More information

    • Fact sheet: How to make a complaint

    • Video: Understanding complaints

    The NDIS Complaints Management Resolution Guidance provides more detailed information about the NDIS Commission’s complaints process.