Compliments, complaints and other feedback provide us with valuable information about your satisfaction with our services. Feedback is taken seriously by Australian Carers and is seen as an opportunity for improvement. Please tell us what you think of our NDIS services.
Feedback, compliments and complaints can be lodged:
- Via this website
- directly with a staff member, either verbally or by providing a completed Feedback, Compliments and Complaints Form;
- by email to: feedback@australiancarers.com.au
- by phone on: 1800 330900
Your complaint will be formally acknowledged within 2 working days We aim to respond to all complaints and grievances as quickly as possible, and within 28 days from acknowledgement. If a complaint cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected.
All feedback and complaints will be used by Australian Carers to continuously improve our service delivery.
Escalating Complaints
If you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support from Australian Carers Leadership Team, or alternatively through any of the following agencies:
NDIS Quality and Safeguards Commission
- Online: www.ndiscommission.gov.au
- Phone: 1800 035 544.
Australian Human Rights Commission
- Phone: 1300 656 419
- Online: humanrights.gov.au
Fair Trading NSW
NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Fair Trading NSW provides information and advice and, in some cases, dispute resolution services for customer disputes under the ACL.
Complaints to NSW Fair Trading can be lodged:
- Online
- Phone: 13 32 20
