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Anyone can make a complaint to us about the provision of a disability service by a regulated Victorian disability service provider. Whether you are a person with a disability, a family member or friend of someone with a disability, a staff member, carer, or a member of the community – you have the right to make a complaint to the Disability Services Commissioner (DSC).

We encourage people to talk to their disability service provider first to see if you can resolve your concerns. If you are not confident to speak to your service provider or you are not satisfied with the result, you can talk to us. Our complaints service is entirely independent, free and confidential.

If you are not sure whether you want to make a complaint, you can still call us to talk about what’s on your mind. You don’t need to provide evidence about what’s worrying you. We can help you over the phone with advice and information, and you can decide what you want to do from there.

Complaints we can take

We can take complaints about the provision of disability services by a regulated disability service provider in Victoria, Australia. This includes disability services that are funded by Department of Health and Human Services, Transport Accident Commission and the National Disability Insurance Scheme (NDIS).

Not sure what this means? Here are some examples of complaints we have managed in the past to give you an idea of the scope of our work:

  • Helena complained that her Local Area Coordinator for NDIS planning wasn’t returning her phone calls and didn’t attend the meeting that was organised.
  • Andrew complained that his in-home support workers were always late and he had to constantly remind them about tasks and routines in his personal care.
  • Li-Ping complained that she didn’t understand why her daughter’s residential fees had been increased
  • Alice complained that she felt unsafe in her home as another resident was throwing things and yelling at her
  • Abdul complained because his service provider only gave him one week notice that they would no longer provide a service to him
  • Anastasia complained because her new day service wasn’t allowing her to participate in as many activities as she had hoped
  • Lara complained because the staff at her sister Page’s home wasn’t keeping her up-to-date on changes in the home
  • Elena complained because her son Juan was told to move to a new home with only two weeks notice
  • David complained because his son Richard wasn’t being properly supported at mealtimes or with his personal care when at respite care.

Make a complaint about a Victorian disability service

Complaints we can’t take

If your complaint isn’t about disability services provided to you by a regulated Victorian disability service provider, you may need to talk to someone else about your concerns. This might include issues such as:

  • the National Disability Insurance Agency (NDIA)
  • Supported Residential Services (SRS)
  • allocation of funding
  • disability support pensions
  • home and community care (HACC) services
  • employment
  • education
  • housing

If you are not sure if your complaint is about a Victorian disability service provider, you can still contact us. Even if we can’t handle your complaint, we may be able to help you find the right place to go. To find out more about the other complaints bodies who may be able to handle complaints, visit our Useful Links page.

Complaints about the NDIS

I have a complaint about… I can complain to… I can also complain to…
The NDIS planning process, or other experiences with the NDIA NDIA Feedback and Complaints
feedback@ndia.gov.au
1800 800 110
Commonwealth Ombudsman
Complaints on their website
1300 362 072
Reviews of an NDIS plan
The final NDIS plan or final funding amounts Administrative Appeals Tribunal
generalreviews@aat.gov.au
1800 228 333
Communication with a Local Area Coordinator

  • Brotherhood of St Laurence
  • Latrobe Community Health Service
  • Intereach
Disability Services Commissioner
complaints@odsc.vic.gov.au
1800 677 342
The Local Area Coordinator
A registered disability service funded by the NDIS The service provider
Early Childhood Early Intervention services The service provider Department of Education and Training
Complaints on their website
An unregistered disability service funded by the NDIS The service provider Consumer Affairs Victoria
Complaints on their website
1300 55 81 81

Note: if your complaint is about potential criminal conduct, please contact Victoria Police.

Benefits of making a complaint

If you are not happy with a disability service provider, making a complaint either to the service provider directly or to us is the best way to create change. Service providers want to know when their clients aren’t happy. This helps them make changes to service delivery that will make things better for all their clients.


 

Do you have more questions? You might be interested in our frequently asked questions.

Level 20, 570 Bourke Street,

Melbourne, Victoria, 3000 Australia

Call for enquiries or complaints - 1800 677 342

Email for enquiries or complaints - complaints@odsc.vic.gov.au