ResourcesContact list for making complaints
This is a list of contacts for people around Australia that want to make a complaint about a service used through the NDIS.
A complaint is telling someone that you are not happy with something about your disability service. It’s ok to complain! It can make services better.
The Disabilities Service Commissioner, and the Commissioners, Ombudsmen, and Complaints offices in other states and territories can help fix problems with disability services. You can talk to them if you have a complaint about your service. They can help you write a complaint form or someone can make the complaint for you. They can help to make services better for you.
They can help your disability service:
- understand what made you unhappy
- give you information about why something happened
- fix the problem
- say sorry
It is against the law for people from your disability service to treat you badly when you make a complaint.
Australian Capital Territory ( ACT)
Human Rights Commissioner ACT
Web: www.hrc.act.gov.au
Email: human.rights@act.gov.au
Phone: (02) 6205 2222
SMS: 0466 169 997
TTY: (02) 6205 1666
New South Wales
Ombudsman NSW
Web: www.ombo.nsw.gov.au
Email: nswombo@ombo.nsw.gov.au
Phone: (02) 9286 1000
Toll free: 1800 451 524 (outside Sydney metro)
Northern Territory
Health and Community Services Complaints Commissioner
Web: www.hcscc.nt.gov.au
Email: hcscc@nt.gov.au
Phone: (08) 8999 1969
Toll free: 1800 004 474
Queensland
Ombudsman Queensland
Email: ombudsman@ombudsman.qld.gov.au
Phone: (07) 3005 7000
Toll free: 1800 068 908
South Australia
Health and Community Services Complaints Commissioner
Web: www.hcscc.sa.gov.au
Email: info@hcscc.sa.gov.au
Phone: (08) 8226 8666
Toll free: 1800 232 007 (from Country SA lines)
Tasmania
Ombudsman Tasmania
Email: ombudsman@ombudsman.tas.gov.au
Phone : 1800 001 170 (Toll free within Tasmania)
Victoria
Disability Services Commissioner
Web: odsc.vic.gov.au
Email: complaints@odsc.vic.gov.au
Phone: (03) 8608 5780
Toll free: 1800 677 342
TTY: 1300 726 563
Western Australia
Health and Disability Services Complaints Office
Web: www.hadsco.wa.gov.au
Email: mail@hadsco.wa.gov.au
Phone: (08) 6551 7600
Administration: (08) 6551 7620
Country freecall: 1800 813 583
TTY: (08) 6551 7640
If you are worried about or unhappy with staff or a process of the National Disability Insurance Agency (NDIA), you can tell the NDIA and/or the Commonwealth Ombudsman.
NDIA - Feedback complaints and reviews
Web: www.ndis.gov.au/feedback-complaints-reviews
Email: feedback@ndis.gov.au
Toll free: 1800 800 110
Commonwealth Ombudsman
Web: www.ombudsman.gov.au/pages/making-a-complaint/
Toll free: 1300 362 072
If you disagree with a decision made by the NDIA you can apply to have the decision reviewed by the NDIA. This is called an internal review.
If you still disagree with a decision after an internal review, you can apply to the Administrative Appeals Tribunal (AAT) for an external merits review. The AAT is separate and independent from the NDIA.
You can learn about external merits reviews from the Department of Social Services website here.