Feedback & Complaints
My ResponsAbility welcomes feedback, compliments, concerns and complaints.
Feedback helps us understand what is working well, what could be improved and whether the supports we provide are meeting the needs and rights of the people we support.
You have the right to raise a concern or make a complaint. You will not be treated unfairly or disadvantaged because you provide feedback or make a complaint.
Who can give feedback or make a complaint?
Anyone can provide feedback or make a complaint about My ResponsAbility, including participants, family members, carers, supporters, advocates, representatives, workers, service providers, professionals and members of the community.
You can make a complaint yourself or have someone you trust, including an advocate, support or represent you.
You may also make an anonymous complaint. We will respond as far as reasonably possible, although anonymity may limit our ability to investigate the matter fully or provide you with an individual response.
How to contact us
- Email: [email protected]
- Phone: 02 7205 4859
- In person: Speak with a My ResponsAbility worker or representative
- Post: PO Box 31, Strawberry Hills NSW 2012
If you need help to make a complaint or need information in a different format or communication method, please let us know.
If you would like to stay anonymous, post or phone are the best options, as an email will show your address.
Our business hours are Monday to Friday, 9:00am to 5:00pm, and Saturday and Sunday, 10:00am to 2:00pm.
What happens when you make a complaint?
We will:
- listen to your concerns and treat you with respect
- protect your privacy and confidentiality
- consider any immediate safety or safeguarding concerns
- acknowledge your complaint within 2 business days
- assess the complaint fairly and gather relevant information where needed
- provide procedural fairness to people affected by the complaint
- keep you informed about progress
- explain the outcome and any actions taken
- use feedback and complaints to improve our services
We aim to resolve complaints as soon as reasonably possible and generally within 28 days. If we need more time, we will explain why and provide an updated timeframe.
Where a complaint raises an immediate safety concern, abuse, neglect, a serious incident or another matter that must be reported, My ResponsAbility will take appropriate action and follow applicable incident and reporting requirements.
External complaints and advocacy
You can contact the NDIS Quality and Safeguards Commission at any time about the quality or safety of NDIS supports or services. You do not have to complain to My ResponsAbility first.
- NDIS Quality and Safeguards Commission phone: 1800 035 544
- TTY: 133 677
You can also make a complaint through the NDIS Quality and Safeguards Commission website. Interpreters and the National Relay Service are available.
If you would like independent support to raise a concern or make a complaint, you can also seek assistance from an independent advocate.
If someone is in immediate danger or there is an emergency, call 000.