Feedback and complaints

Tell us what we can do better

Compliments, suggestions and complaints all help us improve. Making a complaint will never affect the support you receive from us.

How to give feedback or complain

Talk to your worker or call us on (03) 4232 2503.
Email us at careteam@fatsendisability.com.
Use the online form below. You can stay anonymous.
Ask someone to do it for you, such as a family member, friend, support coordinator or advocate.

You can complain in any language. We can arrange an interpreter, and you can stay anonymous if you prefer.

What happens next

We record your complaint and acknowledge it within 1 working day.
An investigating officer starts looking into it within 1 working day, and contacts you within 2 working days of receiving it. They check what happened and what you would like to happen, explain how the process works and your rights, including your right to an advocate.
If your complaint is about our Director, an external mediator handles it instead.
We tell you what we will do to put things right within 10 working days of meeting with you. You get the outcome in writing, with how to take it further if you are not satisfied.
We record every complaint in our complaints register and use what we learn to improve our services.

If your complaint is about a serious incident, such as abuse, neglect, injury or unlawful restrictive practice, we report it to the NDIS Commission as the law requires.

Read more about your rights and responsibilities with us.

Help to make a complaint

An independent disability advocate can help you speak up. Find one through the Disability Advocacy Finder or call the Disability Gateway on 1800 643 787.

NDIS Quality and Safeguards Commission

You can complain to the NDIS Commission at any time, whether or not you have complained to us first.

Phone1800 035 544
TTY133 677
Websitendiscommission.gov.au

Free call from landlines, 9am to 5pm (9am to 4.30pm in the NT) Monday to Friday.

Complaints about the NDIA

For complaints about the National Disability Insurance Agency, call 1800 800 110 or email feedback@ndis.gov.au. You can also contact the Commonwealth Ombudsman on 1300 362 072 or at ombudsman.gov.au. We can help you do this.

If someone is in danger

Call 000 for police, fire or ambulance.

Give feedback or make a complaint

Everything sent here is recorded in our complaints and feedback register, so nothing is lost. We record and acknowledge every complaint within 1 working day.

What would you like to tell us?

A compliment Something we did well A suggestion Something we could do better A complaint Something that went wrong

Who or what is it about? (optional)

Tell us what happened Include when it happened and who was involved, if you know. Up to 1,500 characters.

What would you like to happen? (optional)

Has someone been hurt, abused or neglected, or is someone at risk? Tick this and we treat it as urgent straight away.

If someone is in danger right now, call 000 first.

Send this anonymously. We will still look into it, but we will not be able to contact you about it.

Your name

I am

Phone

Give an email, a phone number, or both, so we can talk with you about it.

I agree to FSD Care using what I have sent to look into and respond to it, as set out in the privacy policy.

Making a complaint will never affect your support.