Your feedback helps us improve. If you are unhappy with a service you have received from Selective Support, or with how we have treated you, we want to hear about it. Anyone can make a complaint: a participant, a family member, a carer, an advocate or anyone else who has a concern.

Making a complaint will never affect the services you receive from us. You can make a complaint anonymously, and you can ask a family member, friend or independent advocate to help you or to speak for you.

How to make a complaint to us

You can tell any member of our team, or contact us directly:

• Phone: 1800 845 233
• Email: info@selectivesupport.org
• Post or in person: Selective Support, Level 2, 66 Victor Crescent, Narre Warren VIC 3805

Tell us what happened, when it happened, who was involved and what you would like us to do. If you need an interpreter or other communication support, let us know and we will arrange it.

How we handle your complaint

1. We acknowledge it. We let you know we have received your complaint and who will look after it.
2. We look into it. We listen to you, gather the facts and talk with the people involved. We keep your information confidential and share it only with the people who need it to resolve your complaint.
3. We keep you informed. We tell you how things are progressing and how long we expect it to take.
4. We respond. We explain what we found and what we will do about it, and we check that you are satisfied with the outcome.
5. We learn from it. We record every complaint and use what we learn to improve our services.

If you are unhappy with the outcome, you can ask for your complaint to be reviewed by a senior member of our team.

Contacting the NDIS Quality and Safeguards Commission

You have the right to complain to the NDIS Quality and Safeguards Commission at any time. You can contact the Commission directly, or after you have raised your concern with us. We will help you contact the Commission if you would like support to do so.

• Phone: 1800 035 544 (free call from landlines)
• TTY: 133 677
• National Relay Service: ask for 1800 035 544
• Online: report an issue to the NDIS Commission
• More information: www.ndiscommission.gov.au/complaints/report

If someone is in immediate danger, call 000.

Complaints about your NDIS plan

Questions or concerns about your NDIS plan, your funding or a decision made by the NDIA go to the National Disability Insurance Agency. Your support coordinator can help you with this.

Privacy complaints

For a concern about how we have handled your personal information, see our Privacy Policy.