Every young person we work with, and every family, carer, and referrer who works alongside us, has the right to raise a concern, ask a question, or share feedback. That is how good services stay good. This page explains, step by step, how to do it and what happens next.

You will not be disadvantaged

If something is not working, please tell us. You will not lose your service or be treated differently for speaking up. Your relationship with your mentor and with SCA is not at risk. We would rather hear about a problem early than have you go without.

Step 1: Talk to us directly

The fastest way to sort something out is usually a direct conversation with the mentor, the coordinator, or the manager involved. If you would prefer to raise it with someone else on the team, that is completely fine, tell us who you would like to talk to and we will make it happen.

You can reach us by:

Phone: 0480 800 521
Email: info@supportingcommunitiesaustralia.com
In person: ask your mentor or coordinator to set up a meeting

Step 2: Make a formal complaint

If talking to us directly has not resolved the issue, or you would rather put it in writing from the start, you can make a formal complaint. Email us at info@supportingcommunitiesaustralia.com with "Formal Complaint" in the subject line, or post a letter to Supporting Communities Australia Pty Ltd, Western Sydney NSW.

Include as much detail as you can:

Your name and how to reach you (or say if you would like to stay anonymous)
The young person the complaint relates to, if relevant
What happened, when, and who was involved
What outcome you would like to see

What happens after we receive it:

Within 5 business days, we acknowledge in writing that we have received your complaint and confirm who is looking into it.
A senior team member reviews the concern, speaks with the people involved, and looks at the facts.
Within 21 days, we write to you with what we found, what we are doing about it, and any changes we are making. If we need longer, we will tell you why and give you a new date.
We follow up with you afterwards to check the outcome is working.

Step 3: Escalate outside SCA

If you are not happy with our response, or you would prefer to raise the concern outside our organisation from the start, you have every right to. The main external options are:

NDIS Quality and Safeguards Commission. The national body that oversees every NDIS provider. Free, independent, and confidential. Phone 1800 035 544 or visit ndiscommission.gov.au.
NSW Ombudsman. For complaints about community services delivered in NSW. Phone 1800 451 524 or visit ombo.nsw.gov.au.
Office of the Australian Information Commissioner. For privacy complaints. Visit oaic.gov.au.

Anonymous complaints

You can raise a concern without telling us who you are. Anonymous complaints are taken seriously and reviewed the same way. The one thing to know: if we cannot contact you, we cannot come back to you with an outcome, and we may have less information to work with when we investigate.

Advocacy and support

You do not have to do this on your own. A family member, friend, support coordinator, or advocate can help you raise a concern or speak on your behalf. The NDIS Quality and Safeguards Commission can connect you with a free, independent advocate. You can find advocacy services at ndiscommission.gov.au .

Positive feedback is welcome too

If a mentor made a difference, if we handled something well, or if there is something we should keep doing, please tell us. It helps us understand what is working, and it means a lot to the team.

Send feedback any time: info@supportingcommunitiesaustralia.com or 0480 800 521.

This process is reviewed each year, and aligned to the NDIS Practice Standards.

Complaints and Feedback