Feedback and complaints
How to raise something with us, what we do with it, and how to go straight to the regulator instead.
Complaints improve a service. Tell us while a problem is still small.
Telling us
Call 0450 571 237, email admin@vividsupport.info, or tell any support worker and ask them to pass it on. You can put it in writing or say it out loud, in whatever language you are most comfortable in.
If you need an interpreter, ring TIS National on 131 450 and ask them to call us. It is free. If you are deaf or have a hearing or speech impairment, the National Relay Service is 1800 555 660.
What we do with it
Within two business days we acknowledge it and tell you who is handling it.
We look into it and talk to whoever was involved. You can have a support person, family member or advocate with you at any point.
Within twenty-one days we tell you what we found and what we are changing. If it needs longer, we say why and give you a date.
We keep a record of every complaint and what changed because of it, which is what the NDIS Practice Standards require and what an auditor looks at.
Going elsewhere
You never have to come to us first, and you can go to the regulator at any point during or after our process.
NDIS Quality and Safeguards Commission, 1800 035 544. They take complaints about any provider, registered or not.
Free independent advocacy is available through the National Disability Advocacy Program, and an advocate can make the complaint with you or for you. Our resources page lists where to find one.
In an emergency, ring 000.
Questions
Do I have to complain to you first?
No. You can go straight to the NDIS Quality and Safeguards Commission on 1800 035 544 at any time, and you do not have to tell us you have done so.
Can I complain anonymously?
Yes, to us or to the Commission. An anonymous complaint limits what we can tell you afterwards, but it does not limit what we do about it.
Will complaining affect my supports?
No. Retaliating against someone for making a complaint is a breach of the NDIS Code of Conduct. If you ever feel that has happened, contact the Commission directly.
Can someone complain for me?
Yes. A family member, friend, advocate or support coordinator can complain on your behalf, and an independent advocate can do it for free.
How long does it take?
We acknowledge within two business days and aim to resolve within twenty-one days. If it will take longer we tell you why and how long.
Make a referral or ask about a placement
Tell us the supports the plan funds and when they need to start. We respond the same business day.