Feedback and complaints
Tell us what happened, what you need and how you would like us to respond.
You can contact us about an appointment, communication, a staff member, a bill, your support or a digital purchase. You do not need to write a formal complaint, and raising a concern will not affect your right to fair and respectful support.
Send us your feedback or complaint
Write as much or as little as you like. The guidance further down this page lists what helps. If you would rather talk it through, call the number above.
Urgent concerns and complaint routes
Choose the route that fits the concern
If someone is in immediate danger
Call 000 for urgent police, fire or ambulance help.
If there is serious harm or a serious risk involving NDIS supports or a worker, you can also report it to the NDIS Quality and Safeguards Commission.
Tell Meaningful Activities
If you feel comfortable, start with us. A phone call or email can help us understand the issue and work with you on what happens next.
Use an independent complaint service
You can contact an independent complaint body without contacting us first. The right organisation depends on whether the concern relates to NDIS services, aged care, an NDIA decision, a South Australian health service, a registered practitioner, privacy or a consumer purchase. The options are listed below.
What happens next
We work towards a fair and practical resolution
We will:
- confirm that we received the complaint
- check whether anyone is at risk or whether the issue must be referred elsewhere
- tell you who will handle it and ask for more information only if it is needed
- consider what happened, the person’s rights and preferences, safety, consent, our responsibilities and what is fair and possible
- keep you updated in the way agreed with you
- explain the outcome, the reasons and any other options available
We want the person affected to feel heard, understood and treated with respect throughout the process. Where we can fix something, we will explain what we will do. If we cannot provide the outcome requested, we will explain why and what other options remain.
Independent complaint options
Where else can you raise a concern?
NDIS provider or worker
For a quality or safety concern about an NDIS provider or worker, contact the NDIS Quality and Safeguards Commission. You do not have to complain to us first.
NDIS Commission complaint information
NDIS access, plan, funding or an NDIA decision
These matters are handled by the National Disability Insurance Agency. If you think an NDIA decision is wrong, use the decision review process. A complaint to us does not replace that review.
Ask for a review of an NDIA decision
Australian Government-funded aged care
For a concern about aged care, including Support at Home, contact the Aged Care Quality and Safety Commission. You can contact it directly. Free independent advocacy is also available through the Older Persons Advocacy Network.
South Australian health or community service
The Health and Community Services Complaints Commissioner may be able to help with a concern about a health or community service in South Australia.
Registered health practitioner
Ahpra accepts concerns about a registered health practitioner’s health, conduct or performance.
Privacy
You can contact us about a privacy concern. If you are unhappy with our response, or we have not responded within 30 days, you can contact the Office of the Australian Information Commissioner.
OAIC privacy complaint information
Digital product or consumer purchase
Contact us first if a file did not arrive, will not open, does not match its description or the charge is wrong. If the issue is not resolved, Consumer and Business Services South Australia provides consumer information and complaint options.
Help to make a complaint
You can ask for support to be heard
Tell us if you need an interpreter, information in another format, more time or a support person.
A family member, friend or independent advocate can support you at any stage. Before sharing personal information with someone supporting you, we will check that we have your permission or another lawful reason to do so.
