Feedback & Complaints
Your voice matters. We are committed to listening, learning, and continuously improving our NDIS services.
Give Feedback
Tell us what we are doing well or share ideas on how we can improve your day-to-day care experience.
Raise a Complaint
If you are unhappy with your service, support worker compatibility, or safety, you have a right to complain.
Our Commitment
We handle all complaints confidentially, without bias, and without affecting your ongoing NDIS supports.
How to Share Feedback or Lodge a Complaint
You can make a complaint or share feedback in the way that makes you feel most comfortable. You can contact us via:
Phone
You can also write to us or visit in person:
Assure Ability Head Office: Unit G3, 101 Rookwood Rd, Yagoona, NSW 2199
Note: You can request an independent advocate, interpreter, or family member to assist you during this process. If you want to remain anonymous, you can send an unsigned letter to our office address or submit a contact inquiry without naming yourself.Our Resolution Process & Timelines
When we receive a complaint, we follow a transparent process:- Acknowledgment: We will acknowledge your complaint within 24 business hours.
- Investigation: Our Service Director will review the details, speak confidentially with any staff members involved, and discuss resolution options with you.
- Communication: We will keep you updated and contact you within 5 business days to discuss proposed solutions.
- Resolution: We aim to fully resolve and implement changes within 21 business days.
Escalating to the NDIS Commission
If you are not satisfied with how we handled your complaint, or if you feel uncomfortable discussing the issue with us directly, you have the right to lodge your complaint directly with the NDIS Quality and Safeguards Commission.NDIS Commission Contact Details
- Phone: Call 1800 035 544 (free call from landlines) or TTY 133 677.
- National Relay Service: Ask for 1800 035 544.
- Online: Complete an online complaint form at www.ndiscommission.gov.au
Independent Advocacy Support
An advocate can support you to voice your concerns, attend meetings with you, and help write complaints. To find a free, independent disability advocate:- Search the Disability Advocacy Finder tool at askizzy.org.au/disability-advocacy-finder
- Contact Disability Advocacy Network Australia (DANA) at www.dana.org.au