Support Referrals Australia

Complaints and Feedback

We take all complaints and feedback seriously. We are committed to resolving all complaints fairly, transparently and within 5 business days.

Our Commitment to You

Support Referrals Australia is committed to providing a high quality, safe and ethical service to all NDIS participants, families, carers and providers. We welcome complaints and feedback as an opportunity to improve our service. All complaints are treated seriously, handled confidentially and resolved promptly.

Confidential

All complaints are handled with strict confidentiality. Your personal information will only be used to resolve your complaint.

Responded Within 5 Business Days

We acknowledge all complaints within 2 business days and aim to resolve them within 5 business days.

Fair and Transparent

All complaints are investigated fairly and impartially. You will be kept informed of progress and outcome throughout the process.

How to Make a Complaint

You can submit a complaint in any of the following ways

Complete Our Online Form

Use the complaint form below to submit your complaint online. This is the fastest way to lodge a complaint and receive a response.

Email Us Directly

Send your complaint to info@supportreferrals.com.au. Please include as much detail as possible including dates, names and what outcome you are seeking.

Write to Us

You can submit a written complaint by email to info@supportreferrals.com.au. We will acknowledge receipt within 2 business days.

Submit a Complaint

Please provide as much detail as possible to help us investigate and resolve your complaint promptly.

Minimum 50 characters

PDF or image, max 10MB

Our Complaints Process

What happens after you submit a complaint

  1. 1

    Acknowledgement(within 2 business days)

    We acknowledge receipt of your complaint and provide you with a complaint reference number. We may contact you for additional information if needed.

  2. 2

    Assessment(within 2 business days of acknowledgement)

    We assess your complaint and determine the appropriate course of action. Complex complaints may require more time and we will keep you informed of any delays.

  3. 3

    Investigation

    We investigate your complaint thoroughly and impartially. This may involve speaking with relevant staff, reviewing records or contacting providers. All investigations are conducted confidentially.

  4. 4

    Resolution(within 5 business days of receipt)

    We work to resolve your complaint as quickly as possible. We will contact you with our findings and any actions taken or proposed. If we are unable to resolve within 5 business days we will provide an update and revised timeframe.

  5. 5

    Outcome and Review

    We will provide you with a written outcome of your complaint. If you are not satisfied with the outcome you have the right to escalate your complaint to external bodies listed below.

Not Happy With an NDIS Provider?

If you have a concern about a provider you were connected with through our platform here is what you can do:

Talk to the Provider First

If it is safe to do so, raise your concern directly with the provider. Many issues can be resolved through direct communication. Ask to speak with a manager or supervisor if needed.

Contact Us

Contact Support Referrals Australia at info@supportreferrals.com.au. We will follow up with the provider on your behalf and can arrange an alternative provider if needed.

Contact the NDIS Commission

The NDIS Quality and Safeguards Commission handles complaints about NDIS providers and workers. You can contact them on 1800 035 544 or visit ndiscommission.gov.au. This is free and confidential.

Seek Independent Advocacy

Free independent NDIS advocacy is available through the National Disability Advocacy Program. An advocate can help you understand your rights and support you through the complaints process.

If you or someone else is in immediate danger please call 000. For urgent NDIS safety concerns contact the NDIS Quality and Safeguards Commission on 1800 035 544.

External Complaints Bodies

If you are not satisfied with how we have handled your complaint you have the right to escalate to the following independent bodies:

NDIS Quality and Safeguards Commission

Handles complaints about NDIS providers and workers. Regulates NDIS supports and services.

Phone: 1800 035 544

Website: ndiscommission.gov.au

Office of the Australian Information Commissioner

Handles complaints about privacy and the handling of personal information under the Privacy Act 1988.

Phone: 1300 363 992

Website: oaic.gov.au

Australian Competition and Consumer Commission

Handles complaints about misleading or deceptive conduct and consumer protection matters.

Phone: 1300 302 502

Website: accc.gov.au

National Disability Advocacy Program

Provides free independent advocacy support to people with disability to help resolve complaints and understand their rights.

Website: disabilityadvocacyfinder.dss.gov.au

For Providers — Making a Complaint

NDIS providers registered on our platform also have the right to make a complaint about our service, matching process, billing or any other aspect of their experience with Support Referrals Australia. The same complaints process applies. Contact us at info@supportreferrals.com.au or use the complaint form above.

Our Complaints Policy

This complaints policy is reviewed annually and updated as required to ensure compliance with the NDIS Code of Conduct, Australian Privacy Principles and relevant consumer protection legislation. Last reviewed: June 2026.

Download Complaints Policy PDF