If something isn’t right, we want to know. You can tell us what’s working, what isn’t, and what you’d like to be different. It will not affect the support you get from us.
How to tell us
- Talk to your support coordinator or support worker.
- Call us on (03) 9962 7728, Monday to Friday, 9 am to 5 pm.
- Email info@nimacare.com.au.
- Write to us at Ground Floor, 470 St Kilda Road, Melbourne VIC 3004.
You can ask someone you trust to speak for you. A family member, a friend, a carer, an advocate or a worker from another service. You do not need to give your name if you don’t want to.
What happens next
- We will confirm we have received your complaint within two business days.
- Someone who was not involved in what happened will look into it. They may ask to talk to you about it.
- We will tell you what we found and what we are going to do within 21 days. If it takes longer, we will tell you why.
- If you are not happy with the outcome, you can ask for it to be reviewed by the Director.
If you would rather not talk to us
You can go straight to the NDIS Quality and Safeguards Commission. They are independent of us.
- Phone: 1800 035 544 (free call from landlines)
- TTY: 133 677
- Website: ndiscommission.gov.au
Other people who can help:
- Disability advocacy: Ask Izzy or the Disability Advocacy Finder at disabilityadvocacyfinder.dss.gov.au
- Office of the Public Advocate (Victoria): 1300 309 337
- Interpreters: TIS National, 131 450
- National Relay Service: 133 677
Your rights
You have the right to complain. You have the right to have an advocate. You have the right to be treated with respect while your complaint is handled. Making a complaint will never be held against you.
We can provide this page in plain language, in another language, or in another format on request.