Complaints & Feedback
Whether it's a compliment, a suggestion, or something that didn't go the way it should have, we want to hear from you. This page explains the different ways to get in touch, what happens after you contact us, and how to reach the NDIS Commission directly if you'd prefer.
Important: this page is not for emergencies
If someone's life is at risk, or there is an immediate emergency, call 000.
If there is an urgent risk of serious harm that is not an immediate emergency, contact the NDIS Quality and Safeguards Commission on 1800 035 544.
This webpage and its form are not monitored continuously and are not suitable for reporting an emergency.
Your feedback matters
Participants, family members, nominees, advocates, workers and anyone else involved in our services are welcome to get in touch with a compliment, a suggestion, a concern or a complaint.
- You have the right to speak up, and every piece of feedback is welcomed and taken seriously.
- Making a complaint will not negatively affect the supports you receive.
- No one will be treated unfairly for raising a concern.
- You're welcome to make a complaint anonymously.
- You can always ask an advocate, interpreter, family member, nominee or support person to help you.
What you can contact us about
People contact us about all kinds of things, including:
- The quality or safety of supports
- The conduct of a worker
- Communication
- Reliability or punctuality
- Privacy or confidentiality
- Invoices or service records
- A decision made by our organisation
- Feeling disrespected, unsafe or unheard
- Something that went well
- An idea for improving our services
You don't need to know whether your issue counts as a complaint, a concern or a suggestion — just get in touch, and we'll go from there.
Ways to contact us
- Email — info@serendibsupportservices.com.au
- Online form — use the form below
- In person — speak directly with your support worker or a manager
- With support — ask an advocate, interpreter, family member, nominee or support person to contact us on your behalf
Make a complaint or give feedback
Fields marked (required) help us respond properly — everything else is optional.
What happens next
We acknowledge and listen
We let you know your submission has been received and take time to properly understand what you're telling us.
We assess the concern
We look at what's being raised, including whether there are any safety risks that need urgent attention.
We look into the matter fairly
Everyone involved has an appropriate opportunity to share relevant information.
We keep you informed
Where we have contact details, we keep the person raising the matter — and the participant involved — updated as things progress.
We explain the outcome
We explain what we found and what happens next, and use the feedback to improve our services.
Complaints are handled promptly, fairly and respectfully. Some matters are more complex and may take longer to look into, and any safety concerns may need to be reported or referred to another authority. We may contact you for more information along the way. An anonymous complaint can still be considered, but we may not be able to provide updates or a direct outcome.
Privacy, confidentiality and fairness
We handle complaints respectfully and as confidentially as reasonably possible, sharing information only where it's necessary to assess or respond to the issue. Privacy can't always mean complete secrecy — particularly where someone may be unsafe, an investigation is required, or disclosure is required by law. Both the person raising a concern and anyone the concern is about are treated fairly, and we do not accept retaliation, threats or disadvantage against anyone for making a complaint.
Help making a complaint
You don't need to make a complaint on your own, or use particular words to describe it. You're welcome to:
- Ask us to help you put your complaint into words
- Communicate in the way that works best for you
- Use an interpreter
- Have an advocate, nominee, family member or support person assist or speak on your behalf
- Request information in plain language or another accessible format
External complaint options
You can contact the NDIS Quality and Safeguards Commission directly at any time. You do not need our permission, and you don't need to raise a matter with us first.
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
TTY: 133 677
National Relay Service: ask for 1800 035 544
Interpreters can be arranged.
If your complaint concerns the person responsible for handling complaints at Serendib Support Services, or you don't feel comfortable raising a matter directly with us, you can contact the NDIS Commission using the details above.