Making a complaint is your right. It will never affect the quality of support you receive from us.
You have the right to contact the NDIS Quality and Safeguards Commission directly at any time — without telling us, without going through our process first, and without any consequences to your supports.
TTY: 133 677 · Monday to Friday, 9am to 5pm
We take every complaint seriously. If something is not right — about your supports, about a worker, or about how we have treated you — we want to know. Speaking up helps us improve and ensures you receive the care you deserve. You can complain anonymously if you prefer.
Use our complaints form — you can submit anonymously if you choose.
If you choose to make a complaint to us, here is exactly what happens.
You can submit a complaint using our online form, by phone, by email, or in person. You do not have to give your name. You do not have to explain yourself in detail — a brief description of what happened is enough to get started.
Phone, email and form links are at the bottom of this page.
We will contact you within two business days to confirm we have received your complaint and to let you know who is handling it. If you made an anonymous complaint, we will post a general acknowledgement on our feedback register.
The person handling your complaint — who was not involved in the incident — will look into what happened. They may speak with relevant staff members, review records, and in some cases contact you for more information.
We will contact you with the outcome of the investigation and what we are doing about it. Most complaints are resolved within 28 days. Complex complaints may take longer — we will keep you informed of progress.
If you are not happy with how we handled your complaint or the outcome, you can escalate it to the NDIS Quality and Safeguards Commission. You can do this at any stage — you do not have to wait for our process to finish.
Contact the NDIS Commissionopens in new tabYes. You do not have to give your name or contact details. If you make an anonymous complaint we will still investigate it, though our ability to follow up with you or tell you the outcome will be limited.
No. Making a complaint will never affect the supports you receive from us. This is a legal requirement under the NDIS Code of Conduct and our own policy. If you ever feel your supports have been affected because you made a complaint, contact the NDIS Commission immediately.
Yes. You can ask a family member, friend, or independent disability advocate to help you. An advocate can make the complaint on your behalf, attend meetings with you, or simply be there for support. You do not need our permission to involve an advocate.
Anything relating to your supports or how you have been treated. This includes the behaviour of a support worker, the quality or timing of supports, how your information has been handled, how a previous complaint was managed, or any other concern about our service.
We aim to acknowledge all complaints within two business days and resolve most within 28 days. Complex complaints involving investigations or multiple parties may take longer. We will always keep you informed of progress.
If you or someone else is in immediate danger, call 000. If there is a serious safety concern about a support worker or provider, contact the NDIS Commission on 1800 035 544 — they can take urgent action that we cannot.
Complete our complaints form online — available 24 hours, supports anonymous submissions.
Go to complaints form1800 227 337 — Monday to Friday, 8am to 5pm. After hours: leave a message and we will call back the next business day.
hello@carefirst.com.au — we respond to all emails within two business days.
You can speak with any staff member or request a meeting with our Complaints Officer. Contact us to arrange a time.
Post or deliver a written complaint to our address: 123 Care Street, Campbelltown NSW 2560.
The Commission is an independent government body that oversees NDIS providers. If you are not satisfied with our response, or if you prefer to go directly to them, contact the Commission at any time.
TTY: 133 677
A free independent disability advocate can help you make a complaint, understand your rights, or prepare for a meeting. Advocates work only for you — not for providers.