If something isn’t working,
we want to know
Good providers welcome complaints. We take every concern seriously, investigate properly, and use what we learn to keep improving. Here’s how to raise something with us.
This policy sets out how to make a complaint or provide feedback to Anchor & Aim, and how we handle it. It aligns with the NDIS Practice Standards — Feedback and Complaints Management and the NDIS (Complaints Management and Resolution) Rules 2018.
You have the right to complain without fear of negative consequences to your supports. We commit to that in writing.
Our promise to you
- We welcome complaints and feedback — they help us improve
- Every complaint is taken seriously and investigated fairly
- You will not be penalised, receive reduced services, or face any negative consequence for raising a concern
- Your privacy is protected throughout the process
- You can involve a support person, advocate, or family member at any stage
- You can go directly to the NDIS Commission without raising it with us first — we encourage you to raise it with us too, but we respect your choice
What you can complain or give feedback about
Anything related to our services. For example:
- A support worker’s conduct, skill, or attitude
- Concerns about safety, quality, or appropriateness of supports
- Billing or invoicing questions
- Privacy concerns
- How we’ve communicated with you or your family
- A specific incident or shift
- Broader feedback about how we could do better
- Positive feedback too — we want to hear what’s working
How to raise a complaint or feedback
You can contact us in whatever way suits you best:
- Phone: 0411 727 133
- Email: hello@anchoraim.com.au
- In writing (post): PO address on request
- In person: speak with your support worker, or ask to speak with our Director
- Through an advocate: your family member, friend, or a disability advocate can complain on your behalf with your consent
If English isn’t your first language, or if you need support to make a complaint, we can arrange an interpreter or help connect you with an independent advocate.
Anonymous complaints
You can make a complaint anonymously if you prefer. We’ll investigate what we can, though some matters need more information to resolve fully. If you identify yourself, we can follow up properly and let you know the outcome.
How we handle complaints
Our process:
- Acknowledgement within 2 business days — you’ll hear from us confirming we’ve received your complaint and what happens next.
- Assessment — we work out who’s the right person to investigate and whether any immediate action is needed (especially for safety matters).
- Investigation — we gather relevant information: speak with you, relevant workers, review records. We aim to complete investigations within 21 days. Complex matters may take longer — we’ll keep you updated.
- Outcome — we communicate the outcome to you in your preferred format, explain what we found, what we’re doing about it, and any changes we’ll make.
- Review & improvement — we record every complaint and review patterns quarterly to identify systemic improvements.
If you’re not satisfied with our response
If you’re not happy with how we’ve handled something, you have options:
- Ask for the matter to be reviewed by our Director (if not already done)
- Escalate to the NDIS Quality and Safeguards Commission — this is your right at any point, even before contacting us
NDIS Commission
Phone: 1800 035 544
TTY: 133 677
National Relay Service: 1800 555 677
Website: ndiscommission.gov.au
Online complaint form: ndiscommission.gov.au/about/complaints
Other supports & advocates
If you’d like help making a complaint, these independent services can support you at no cost:
- Disability Advocacy Finder: disabilityadvocacyfinder.dss.gov.au
- National Disability Advocacy Program (NDAP): advocates in your state
- Victorian Equal Opportunity & Human Rights Commission: for discrimination concerns
- Office of the Australian Information Commissioner: for privacy concerns — 1300 363 992
How we use feedback
Every complaint and piece of feedback — positive or critical — is logged and reviewed quarterly by our leadership. We look for patterns, track resolution times, and identify where we need to train, change processes, or update our practices.
De-identified summaries of our complaints and outcomes are available to participants on request, and form part of our quality-improvement reporting.
Confidentiality
Your complaint is confidential. We share details only with those who need to know to investigate and resolve it. If the complaint involves a staff member, they’ll be told enough to respond to the concerns — but we protect your identity where you’ve asked us to.
Records
We maintain a complaints register with secure access. Complaint records are kept for a minimum of seven years in line with NDIS rules and our Privacy Policy.
Questions about this policy?
If anything here is unclear, or you’d like this information in a different format (large print, Easy Read, translated), please get in touch.
Phone: 0411 727 133 · Email: hello@anchoraim.com.au