Feedback and complaints

Complaints make us better.

Making one will never affect the supports you receive. That's not a slogan: retaliating against a complaint breaches the NDIS Code of Conduct.

Tell us

Phone: 0422 432 351, and ask for the manager on duty
Email: admin@accessaspire.com.au with "Complaint" or "Feedback" in the subject line
Tell any of our workers, who must pass it on the same day
Ask a family member, friend, advocate or your support coordinator to raise it for you

What happens next

We acknowledge your complaint within 1 business day.
A manager not involved in the issue looks into it and talks with you about what a good outcome looks like.
You get an outcome, in your preferred format, within 21 days, or an honest explanation of why it's taking longer and when to expect it.
What we change as a result gets recorded, and you can ask what that was.

Going straight to the NDIS Commission

You never have to complain to us first, and you can involve the NDIS Quality and Safeguards Commission at any point. The Commission takes complaints about any NDIS provider, registered or not:

Phone: 1800 035 544 (free from landlines), TTY 133 677
Online: ndiscommission.gov.au: how to make a complaint
Interpreters are available through the Commission.

Advocacy support

An independent disability advocate can support you through any complaint, free of charge. Find one through the Disability Advocacy Finder.