Complaints & Feedback
We welcome all feedback — it helps us improve. If something has gone wrong, we want to know.
Your Rights as an NDIS Participant
As an NDIS participant receiving services from Open Care Connect, you have the right to:
- Make a complaint without fear of retribution or negative impact on your services
- Have your complaint treated seriously, confidentially, and promptly
- Be kept informed of progress throughout the complaints process
- Have a support person or advocate assist you with your complaint
- Escalate your complaint to the NDIS Quality and Safeguards Commission at any time
- Receive a written response to your complaint
How to Make a Complaint
Contact Us Directly
Start by talking with your support worker or contacting our Client Service Manager. Many issues can be resolved quickly this way.
Phone: 0470 713 466 (Client Service Manager)
Email: Complaints@opencareconnect.com.au
Submit a Formal Complaint
Use the form below to submit a formal written complaint. We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days.
Escalate to the NDIS Commission
If you are not satisfied with our response, or you prefer to raise your complaint externally, you can contact the NDIS Quality and Safeguards Commission at any time. You do not need to contact us first.
NDIS Commission: 1800 035 544 (free call)
Website: ndiscommission.gov.au
TTY: 133 677 (via National Relay Service)
Submit a Formal Complaint
Complete the form below. All complaints are treated confidentially and will not affect your services.
External Escalation Options
You can contact these independent organisations at any time. You do not need to exhaust our internal process first:
NDIS Quality & Safeguards Commission
For complaints about NDIS service providers.
1800 035 544 (free call)
Office of the Australian Information Commissioner
For privacy-related complaints.
Victorian Equal Opportunity & Human Rights Commission
For discrimination complaints in Victoria.