We want to hear from you

Tell us what you think of our services—it helps us improve the way we work!

You have the right to give feedback. You can make a complaint, give us a compliment or make a suggestion.

If you don’t want to talk to us directly, you can talk to a complaints organisation in your state or territory. Go to Appeals section for details.

 

How to give feedback or make a complaint

You can raise a complaint, compliment or give feedback by:

You can talk to someone else you trust like a peer worker or independent advocate who can pass this information on to someone on your behalf. For surveys and Listening Spaces, talk to our staff about any upcoming opportunities.

 

Who can help?

A family member or friend may assist you to provide feedback. You also have the right to use translation/interpreter services or an independent advocate.

Our Helpline can assist you with giving feedback or providing referrals to these support organisations.

You can also get assistance from complaints organisations in your state or territory. Please see Appeals section below.

 

What happens when you make a complaint?

  • we will make contact with you within three working days of receiving your complaint
  • we will investigate your complaint thoroughly, in an objective and unbiased manner
  • we will listen to your opinions in a respectful way
  • you will not be disadvantaged or discriminated against because you have made a complaint
  • your complaint will be treated in a confidential manner. Details about the complaint will not be disclosed, unless you consent to this or if it is required by law or necessary to ensure your safety. See our Privacy Policy 
  • we always aim to resolve a complaint within 30 working days. However, you will be informed if it takes longer to investigate and resolve an issue
  • we will try and resolve your complaint to your satisfaction
  • we will use your feedback in improving the way we work

 

Making a complaint to the NDIS Commission

The NDIS Quality and Safeguards Commission (NDIS Commission) is available to receive complaints about NDIS funded services provided to a person with disability.

If you have a concern about NDIS supports provided by Wellways, it is important you talk about it.

Phone (toll free): 1800 035 544

Website: ndiscommission.gov.au

 

Appeals

If you are unhappy with the way we have managed your complaint, you can lodge an appeal with our Chief Executive Officer. Alternatively, you can lodge your complaint or make an appeal to the relevant appeals body in your state or territory.

Commonwealth (National)

Commonwealth Ombudsman

Phone: 1300 362 072

Website: ombudsman.gov.au

Commonwealth Department of Social Services

Phone (toll free): 1800 634 035

Website: dss.gov.au

Office of the Australian Information Commissioner

For complaints about your rights under the Privacy Act 1988 (Cth)

Email: enquiries@oaic.gov.au

Australian Capital Territory

Disability and Community Services Commissioner - ACT Human Rights Commission

Phone: (02) 6205 2222

Website: hrc.act.gov.au

New South Wales

NSW Health Care Complaints Commission

For complaints and appeals about recovery services in NSW

Phone (toll free): 1800 043 159

Website: hccc.nsw.gov.au

NSW Ageing and Disability Abuse Commission

For disability service not funded by the NDIS

Phone (toll free): 1800 628 221

Website: ageingdisabilitycommission.nsw.gov.au

Tasmania

Health Complaints Commissioner

Phone (toll free): 1800 001 170

Website: healthcomplaints.tas.gov.au

Victoria

Mental Health Complaints Commission

For complaints and appeals about recovery services in Victoria

Phone (toll free): 1800 246 054 

Website: mhcc.vic.gov.au

Office of the Disability Services Commissioner

For complaints and appeals about disability services not funded by the NDIS in Victoria

Phone (toll free): 1800 677 342

Website: odsc.vic.gov.au

Health Complaints Commissioner

For privacy related complaints and appeals in Victoria (under the Health Records Act 2001)

Phone: 1300 582 113

Website: hcc.vic.gov.au