Your voice matters

Feedback and complaints

We want to hear from you, whether it’s a compliment, an idea, a concern or a complaint. Anyone can give us feedback: participants, family members, carers, guardians, nominees, advocates, support workers or anyone else.

Speaking up will never affect your supports. You will not be treated differently or lose your services for making a complaint. We’ll keep it confidential and only share information with people who need it to help fix the problem, or where the law requires it.

In an emergency, or if someone is in danger, call 000. To report abuse or neglect of a person with disability, you can also call the National Disability Abuse and Neglect Hotline on 1800 880 052.

How to tell us

Choose whatever way is easiest for you. You can also make a complaint anonymously, although we can do more to help if we know who you are.

Call us0485 001 730
Monday to Sunday, 8am to 10pm

Email usinfo@visioncaredisability.com.au

Fill in our online formFeedback and complaints form
Compliments and suggestions are welcome too.

Talk to us in personSpeak to your support worker or any member of our team.

Give feedback or make a complaint Call 0485 001 730

What happens next

We acknowledge your complaintWe’ll let you know we’ve received it within 1 business day.
We look into it fairlyWe listen to everyone involved and treat the matter confidentially. We’ll keep you updated and ask how you’d like it resolved.
We work to resolve itWe aim to resolve complaints within 30 days. If it will take longer, we’ll tell you why.
We tell you the outcomeWe explain what we found and what we’re doing about it. We use complaints to improve our services for everyone.

If you’re not happy with how we handled your complaint, you can ask for it to be reviewed by our management team, or contact the NDIS Quality and Safeguards Commission (see below).

Getting help to make a complaint

You can have a family member, friend, carer or advocate help you, or make the complaint for you.

Find an independent advocate: call the Disability Gateway on 1800 643 787 (Monday to Friday, 8am to 8pm) or search on Ask Izzy.
Need an interpreter? Call TIS National on 131 450 and ask them to call us.
Deaf, hard of hearing or speech impaired? Use the National Relay Service and ask for 0485 001 730.

Complaints to the NDIS Commission

You can contact the NDIS Quality and Safeguards Commission at any time. You don’t have to complain to us first. The Commission is independent and free.

Phone1800 035 544 (free call from landlines)
TTY 133 677
Monday to Friday, 9am to 5pm

OnlineNDIS Commission complaint form

National Relay ServiceAsk for 1800 035 544

PostNDIS Quality and Safeguards Commission
PO Box 210, Penrith NSW 2751

For complaints about the NDIA, getting access to the NDIS, or decisions about your NDIS plan, contact the NDIA on 1800 800 110.