You have the right to complain if you are not happy with any part of your residency.
This includes:
- your room
- the property
- your provider
- any services you receive as part of your residency.
Most providers do their best to give you the right support and services, but things can go wrong. It is important to tell your provider about any issues, so they can improve the quality of services they give you.
You can also ask your support person to make a complaint on your behalf.
How to make a complaint about your SDA
Your provider has a process for managing complaints about the SDA. These should be attached to your agreement. Read this process - it will explain how to make a complaint.
If your provider updates or changes this process, they must give you the updated version 14 days before the new process starts.
You should tell your provider about any issues you have in your room or the property. This can be about things such as repairs, maintenance, or another resident.
How to make a complaint about your SDA provider
If you are an NDIS participant and you are not happy with your provider, you can make a complaint to the NDIS Quality and Safeguards Commission (NDIS Commission). Their job is to make sure providers are doing the right thing.
You can contact the NDIS Commission on:
Phone: 1800 035 544
TTY: 133 677
National Relay Service: ask for 1800 035 544
Website: NDIS Commission (ndiscommission.gov.au).
If you have a complaint about a disability service funded by the TAC, WorkCover or the Department of Families, Fairness and Housing you can contact the Victorian Disability Services Commissioner for information and advice about making a complaint on:
Phone: 1800 677 342
Email: complaints@odsc.vic.gov.au
Website: odsc.vic.gov.au
You can contact the Mental Health Complaints Commissioner on:
Phone: 1800 246 0554 (free call from landlines) or 03 9032 3328
Email: info@mhcc.vic.gov.au
Website: mhcc.vic.gov.au
How to make a complaint about your disability support funding or plan
You can complain about your NDIS plan to your Local Area Coordinator or directly to the NDIA by contacting the NDIA on:
Phone: 1800 800 110
Email: feedback@ndis.gov.au
Website: ndis.gov.au
You can complain about your Disability Support for Older Australians program by contacting the Commonwealth Department of Health at:
Email: CommonwealthDSOA@health.gov.au
Website: Disability Support for Older Australians Program - Department of Health and Aged Care
You can contact the Transport Accident Commission (TAC) to make a compliant if your daily independent living support is funded by the TAC.
Phone: 1800 931 233
Email: saferservices@tac.vic.gov.au
Website: TAC Safer services
You can contact WorkSafe to make a complaint if your daily independent living support is funded by WorkCover.
Phone: 1800 136 089
Online form: Make a complaint to WorkSafe
Website: Make a complaint - WorkSafe
How to make a complaint about your residency agreement or Victorian rental laws
We can give you information and advice about your agreement and rental rights and responsibilities. You can call us on 1300 40 43 19. The line is open from 9am to 5pm, Monday to Friday - except public holidays.
For other options, including the National Relay Service, go to Contact us.
If you have signed a Residential rental agreement, go to Resolving renting disputes.