We want to hear when things go well and when they do not. Making a complaint will not affect the support you receive. You can complain yourself, or someone can complain for you.
Tell us first, if you can
You can talk to your support worker, or contact us directly:
- Phone: (03) 9967 9524 (Monday to Friday, 9 am to 5 pm)
- Email: admin@dillacare.com.au
- In writing, or in person at a meeting with us
How we handle feedback and complaints
- You can raise feedback or a complaint by phone, email, in person or in writing, and you can do it anonymously or with a family member, advocate or other support person.
- We acknowledge every complaint within 2 business days.
- We aim to resolve complaints within 21 days and keep you informed along the way. If it will take longer, we tell you why and when to expect an answer.
- We explain the outcome and any changes we make as a result.
- Making a complaint will never affect your supports or how you are treated.
- You can contact the NDIS Quality and Safeguards Commission at any time (details below).
You can have a support person, family member or advocate with you at any stage.
NDIS Quality and Safeguards Commission
You can contact the NDIS Commission at any time, including if you are not satisfied with how we handled your complaint, or if you do not want to come to us first.
- Phone: 1800 035 544 (free call from landlines)
- TTY: 133 677
- Email: contactcentre@ndiscommission.gov.au
- Website: www.ndiscommission.gov.au
If you need an interpreter, call TIS National on 131 450 and ask for the NDIS Commission.
National Disability Abuse and Neglect Hotline
To report abuse or neglect of a person with disability, call 1800 880 052. If someone is in immediate danger, call 000.
Your right to an advocate
An advocate is an independent person who can help you speak up, understand your options and make a complaint. Advocacy is free. You can choose an advocate at any time, and we will work with them.
To find a disability advocate near you, use the Disability Advocacy Finder on the Australian Government Department of Social Services website, or ask us and we will help you find one.
Compliments and suggestions
If someone has done a great job, or you have an idea for how we could do better, tell us by phone or email. We share compliments with the worker involved and look at every suggestion.