It Is Safe to Speak Up.

What Can I Tell You About?

A complaint can be about support that did not feel right or safe, a worker’s behaviour, communication or cancellations, an invoice or fee, privacy, or a concern that was not resolved.

You can involve a family member, friend, advocate, interpreter or another support person if you choose.

What Happens When You Speak Up?

1. We listen and make sure we understand your concern.
2. We check whether anyone needs immediate support to stay safe.
3. We ask what you would like to happen.
4. We look into the matter fairly and keep you informed.
5. We explain the outcome and use what we learn to improve.

We only share information with people who need it to respond, or when required or authorised by law.

Your Rights

• Be treated with dignity and respect
• Feel safe and receive support delivered with care and skill
• Express yourself and make decisions about your life
• Have choice and control over your support
• Have your privacy, culture, identity, values and beliefs respected
• Receive information in a way you can understand
• Ask for an interpreter, advocate or support person
• Receive clear and honest information about services and prices
• Live free from violence, abuse, neglect, exploitation and discrimination
• Raise a concern without fear of being treated unfairly

Read About the Rights of People with Disability (opens the NDIS Commission website in a new tab).

Independent Help with an NDIS Provider or Worker

You can contact the Quality and Safeguards Commission directly. You do not have to complain to us first.

• Report an Issue Online (opens in a new tab)
• Call 1800 035 544 or TTY 133 677
• National Relay Service: ask for 1800 035 544

In NSW, the Commission’s phone service is open Monday to Friday, 9am–5pm, excluding public holidays. Its online form is available outside those hours.

Independent Advocacy

An advocate can help you understand your rights, explore choices or make a complaint.

• Disability Gateway: 1800 643 787
• Find an Advocate Through Ask Izzy (opens in a new tab)

Safety and After-Hours Help

Elevate Independence is not an emergency or crisis service. Website enquiries and email may not be read straight away.

• Immediate Danger: 000
• Urgent Health Advice: healthdirect 1800 022 222
• Crisis Support: Lifeline 13 11 14
• Domestic, Family or Sexual Violence: 1800RESPECT 1800 737 732 or text 0458 737 732
• Abuse, Neglect or Exploitation in NSW: Ageing and Disability Abuse Helpline 1800 628 221

Communication Support

Ask for more time, simpler wording, an interpreter or help from someone you trust. For an interpreter, call TIS National on 131 450.

You can ask us for a copy of our full Feedback and Complaints Policy.