Feedback and complaints

We want to hear from you, whether something is working well or something needs to change. Making a complaint will never affect your supports.

If someone is in immediate danger, call 000.

Ways to tell us

• Online: use our feedback and complaints form below. You can stay anonymous if you prefer.
• Phone: 1300 696 888 and ask for the Complaints Manager
• Email: admin@axissupports.com.au (Canberra) or adminnsw@axissupports.com.au (Sydney)
• In person: talk to any of our staff, or visit our Canberra or Sydney office
• Post or paper form: download the complaints and feedback form or the anonymous form

Form not loading? Open the form in a new tab or call 1300 696 888.

Getting help to make a complaint

You can ask someone you trust, such as a family member, friend, support worker or advocate, to help you or to make the complaint for you.

• Find an independent advocate: Disability Advocacy Finder or the Disability Gateway on 1800 643 787. We can also help you find one.
• Need an interpreter? Call TIS National on 131 450 and ask for 1300 696 888.
• Deaf, hard of hearing or speech impaired? Use the National Relay Service.
• Read our Easy Read guide to complaints and feedback.

What happens next

1. We confirm we have received it. If you gave us your contact details, we will confirm within 2 business days.
2. We listen and check you are safe. Our Complaints Manager will talk with you about what happened and what you would like to happen. If anyone is at risk, we act straight away and report to the authorities where required.
3. We look into it fairly. We will tell you how long we expect it to take and keep you updated.
4. We tell you the outcome. We explain what we found, what we will do, and what you can do if you are not happy.
5. We learn from it. We use feedback and complaints to improve our services.

Your complaint is kept confidential and handled under our Privacy Policy.

Independent help

You can contact these organisations at any time, including instead of contacting us:

• NDIS Quality and Safeguards Commission: complaints about NDIS providers and workers. 1800 035 544 (TTY 133 677), ndiscommission.gov.au
• National Disability Insurance Agency (NDIA): questions about your NDIS plan or funding. 1800 800 110, ndis.gov.au
• National Disability Abuse and Neglect Hotline: 1800 880 052
• NSW Ageing and Disability Commission: abuse, neglect or exploitation of adults with disability in NSW. 1800 628 221
• ACT Human Rights Commission: services in the ACT. (02) 6205 2222, hrc.act.gov.au