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DiverseAccessCare
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Complaints & Feedback

Your voice matters. Tell us when we get it right, and tell us when we don't — so we can do better.

Last updated: 5 April 2026

1. Our Commitment

DiverseAccessCare welcomes feedback — both positive and negative — about every aspect of our services. As a registered NDIS provider, we are committed to the rights of participants to raise concerns, make a complaint, or provide compliments without fear of retribution. Our complaints management and resolution system aligns with the NDIS Code of Conduct, the NDIS Practice Standards, and the NDIS (Complaints Management and Resolution) Rules 2018.

2. Your Rights

You have the right to:

  • Make a complaint about any aspect of our services at any time.
  • Have a support person, advocate, family member, or interpreter assist you.
  • Have your complaint taken seriously, treated confidentially, and investigated promptly and fairly.
  • Be informed of progress and the outcome of your complaint.
  • Continue receiving services without discrimination, retaliation, or reduction in service quality as a result of making a complaint.
  • Escalate your complaint to an external body, including the NDIS Quality and Safeguards Commission, at any time — even if you have not raised it with us first.

3. How to Provide Feedback or Make a Complaint

You can contact us in any of the following ways:

If you need help to make a complaint, we can arrange an interpreter (TIS National on 131 450), Auslan interpretation, the National Relay Service, or refer you to an independent advocate. There is no cost to you for making a complaint.

4. Anonymous Complaints

You may make a complaint anonymously. While anonymity may limit our ability to investigate or follow up with you directly, we will still take your concerns seriously and use the information to identify trends and improve our services.

5. Our Complaint Handling Process

  1. Acknowledgement. We will acknowledge your complaint within two (2) business days of receipt.
  2. Assessment. A nominated Complaints Officer will assess the complaint, determine its severity, and (where required) take immediate action to safeguard the wellbeing of any participant involved.
  3. Investigation. We will investigate the complaint impartially, gathering relevant information and speaking with the people involved. We will keep you informed of progress at reasonable intervals.
  4. Resolution. We aim to resolve most complaints within twenty-one (21) calendar days. Where this is not possible, we will explain the reason for the delay and provide an updated timeframe.
  5. Outcome. We will advise you in writing of the outcome of the investigation, any actions we have taken or will take, and your right to seek external review if you are not satisfied.
  6. Continuous improvement. All complaints are reviewed by senior leadership, recorded in our Complaints Register, and used to drive service improvement.

6. External Complaint Bodies

If you are not satisfied with our response, or if you would prefer to raise your concern externally at any time, you can contact:

NDIS Quality and Safeguards Commission

Office of the Australian Information Commissioner (privacy concerns)

Disability Advocacy Finder

If you would like an independent advocate to support you, you can find one through the national Disability Advocacy Finder at disabilityadvocacyfinder.dss.gov.au .

7. Serious Incidents and Reportable Conduct

DiverseAccessCare is required to report certain serious incidents — including allegations of abuse, neglect, the unauthorised use of restrictive practices, and the death or serious injury of a participant — to the NDIS Quality and Safeguards Commission. Reportable incidents are managed in accordance with the NDIS (Incident Management and Reportable Incidents) Rules 2018, separately from our standard complaints process.

8. Privacy

We treat all complaints confidentially. Personal information collected during a complaint investigation is handled in accordance with our Privacy Policy and is only shared with people who need it to investigate or resolve the complaint, unless disclosure is required or authorised by law.