You can raise a concern about support without needing to make it sound positive first. It helps to write down what happened, when it happened and what you want addressed.
If someone is in immediate danger or there is a life-threatening emergency, call 000. An online feedback form is not an emergency service.
A concern about a provider or worker
If you feel comfortable, you can contact the provider directly. Ask who will review the issue, how you will be contacted and what happens next. You can involve a trusted person or advocate.
You don’t have to speak with the worker involved if that feels unsafe or uncomfortable. You can also contact the NDIS Quality and Safeguards Commission about provider or worker safety and quality concerns. Its number is 1800 035 544.
The Commission’s current page explains what it can and cannot help with. A report can inform its regulatory work and does not guarantee a particular individual remedy.
A concern about the NDIA
Issues about access, plan funding, NDIA decisions or response times belong with the NDIA rather than the provider complaints route.
A complaint and a request to review a decision are different processes. If you disagree with a reviewable decision, read the decision notice and the NDIA decision review guide. Time limits apply, so seek relevant assistance promptly rather than waiting for a general complaint to finish.
Keep a useful record
Note the dates, people involved and any reference numbers. Keep copies of relevant messages, agreements or invoices. Explain the concern in your own words and avoid sharing unrelated personal information.
Ask for communication adjustments or an interpreter if needed. If making a report for someone else, involve them and check what you are authorised to share.
Feedback about Vana Care
Our feedback and complaints page offers an online form, anonymous feedback and contact details. Anonymous feedback can be reviewed, but we cannot ask follow-up questions or provide personal updates without a way to contact you.
You can use an external reporting route as well. Sending feedback to Vana Care is not a requirement before contacting the Commission.
