Complaints and feedback
You have the right to raise a concern safely and be treated fairly when you do.
Your rights when raising a complaint
When you raise a complaint with us, you have the right to:
- be treated with dignity and respect
- get help from an advocate, family member, carer, or support person
- raise a concern without unfair treatment
- be kept informed about progress
- contact the NDIS Commission at any time
- ask for help to understand your complaint options
How to make a complaint
Contact us directly
You can start by speaking with your support worker or contacting our Client Service Manager. Some concerns can be resolved quickly this way.
Phone: 0470 713 466 (Client Service Manager)
Email: Complaints@opencareconnect.com.au
Submit a formal complaint
You can use the form below if you want to make a formal complaint. We aim to acknowledge complaints within 2 business days.
Escalate to the NDIS Commission
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/complaints/report
TTY: 133 677 (via National Relay Service)
Submit a formal complaint
If someone is in immediate danger
Call 000 now.
If your concern is about immediate safety, abuse, neglect, violence, exploitation, or a serious incident, please call us directly as well.
Urgent safety
Use the phone for urgent safety concerns so the issue is not delayed in a web form queue.
Anonymous complaint
You can leave your contact details blank if you want to raise a concern anonymously.
Advocate support
A family member, advocate, or support person can help you make the complaint.
You do not have to use a website form to make a complaint. You can call, email, speak with a worker, ask an advocate to help, or contact the NDIS Commission directly.
Making a complaint will not affect your right to be treated fairly. We only share complaint information where needed to review and respond, or where required by law.
Call or email to make a complaint
You do not need to use a form. Call or email us and we will listen, explain your options, and help you take the next step.
Phone
Call us if you want to speak to someone directly or if the concern is urgent.
Call 0435 335 444Email us if you would prefer to describe the concern in writing.
Email admin@opencareconnect.com.auExternal escalation options
You can contact these organisations at any time.
NDIS Quality & Safeguards Commission
For complaints about NDIS providers and workers.
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.