Feedback & complaints
Tell us — especially when it’s not good news
Feedback and complaints make our supports better, and making one will never disadvantage you. Complain to us directly on 1300 765 559 or support@diamondcarevictoria.com.au — or go straight to the NDIS Commission on 1800 035 544 at any time. You don't need our permission, and you can use an advocate at every step.
In plain English
The plain version
Something’s wrong? Tell us.
Phone, email, in person at Narre Warren, through your worker, or through someone you trust.
We’ll listen and take it seriously.
You’ll hear back, and you’ll be told what we found and what changes.
Nothing bad will happen to you or your supports because you complained.
That’s not a slogan; it’s the law, and it’s the standard we’re audited against.
You never have to complain to us first.
The NDIS Commission takes complaints directly: 1800 035 544, or TTY 133 677, or ndiscommission.gov.au.
The process
What happens after you complain to us
Your complaint is logged and owned by a named person. We investigate — talking with you first about what outcome you’re seeking. You get an answer: what we found, what we’re changing, and why. If you’re not satisfied, we tell you the escalation options rather than hoping you won’t ask. And the complaint feeds our improvement register, because a complaint that changes nothing was wasted courage.
Advocates
Advocates
You can use an advocate — family, friend, or a professional advocacy service — at any point, and we’ll deal with them as you direct. Ask us for contact details of independent disability advocacy services in Victoria, or find them through the Disability Advocacy Finder at askizzy.org.au.
FAQs
Questions people ask us
Will complaining affect my supports?
No — retaliation for complaints breaches the NDIS Code of Conduct. Your supports continue as agreed while any complaint runs.
Can I complain anonymously?
Yes. We can act on anonymous complaints, though we can’t report back to you — tell us as much as you’re comfortable sharing.
Can someone complain for me?
Yes — family, friend, advocate or another provider, with your consent where it involves your information.
How do I reach the NDIS Commission?
1800 035 544 (TTY 133 677), or online at ndiscommission.gov.au. Interpreters available. The Commission is independent of us and free to contact.
What if my complaint is about a worker?
It’s handled with the same process and extra care — investigated fairly for everyone involved, with your safety and supports protected throughout.
You can go straight to the NDIS Commission at any time.
The Commission is independent of us, free to contact, and does not need our permission: 1800 035 544, TTY 133 677, or ndiscommission.gov.au. Interpreters are available.