Feedback and complaints: Tell us when something’s not right

How to raise something

You can also tell anyone on our team, in person or in writing, and they will write it down for you and pass it to our Complaints Manager. A family member, carer, advocate or anyone you trust can raise it on your behalf, and you can make a complaint anonymously. Our complaints and feedback form is available in Easy Read.

What happens next

• We acknowledge it within one business day. Your complaint goes to our Complaints Manager, who sits independently of the people delivering your supports day to day.
• We work out what you want to happen. An acknowledgement, an answer, an action, an apology, or all of them. You can have a support person or advocate with you at every step, and we can help you find an independent advocate.
• We keep you informed and aim to resolve it within 21 days. If a complaint is complex and needs longer, we tell you why and give you a revised timeframe.
• We tell you the outcome and the reasons. If you are not happy with the outcome you can ask for a review by a senior person who was not involved, or an external mediator.

Anything involving abuse, neglect, violence, exploitation or discrimination is treated as a safeguarding matter, escalated immediately, and reported to the NDIS Commission where required.

Making a complaint will never affect your supports. Complaints are kept confidential and only shared with the people who need to resolve them. Everything we learn is used to improve how we work.

Going outside VitalCore

You can contact the NDIS Quality and Safeguards Commission directly at any time. You do not need to raise it with us first, and it won’t affect your supports.

National Relay Service 133 677. Need an interpreter? Call TIS National on 131 450 and ask them to call us or the Commission.