Feedback & complaints
Tell us when we get it wrong
You have every right to complain about the supports you receive, and doing so will never affect the quality of your service or put it at risk. We would genuinely rather hear it.
How to raise something with us
Whichever way is easiest for you:
- Phone0490 880 815 or 0403 340 600
- Emailinfo@myaid.com.au
- In personTell any member of our team. They are required to pass it on and to help you put it in writing if you want that.
- Through someone elseA family member, friend, advocate or support coordinator can raise it for you, with your consent.
- AnonymouslyYou do not have to give your name. It limits what we can feed back to you, but we will still investigate.
What happens next
We acknowledge it
Within two business days, so you know it has landed and who is handling it.
We look into it
We talk to the people involved and gather the facts. You can have a support person or advocate with you at any point.
We tell you what we found
An explanation of what happened, what we are doing about it, and what changes as a result.
You can escalate
If you are not satisfied, you can ask for it to be reviewed by someone else, or go to the NDIS Commission at any time.
You can go straight to the NDIS Commission
You never have to raise a complaint with us first, and you do not need our permission or involvement. The NDIS Quality and Safeguards Commission is independent and free.
Phone 1800 035 544 (free call from landlines) · TTY 133 677 · Interpreters available
Online: ndiscommission.gov.au/about/complaints
Other places you can go
- Disability advocacyFree, independent advocates can support you to raise a concern. Find one through the Ask Izzy disability advocacy finder or the Disability Advocacy Resource Unit (DARU) in Victoria.
- Victorian Senior PractitionerFor concerns specifically about the use of restrictive practices in Victoria.
- Office of the Australian Information CommissionerFor concerns about how your personal information has been handled.
- In an emergencyIf someone is in immediate danger, call 000.
Good feedback matters too
If a worker has done something well, we want to know that as much as we want to know about problems. It tells us what to keep doing, and it means something to the person you are talking about. Email info@myaid.com.au.