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Feedback & complaints

Tell us when we get it right and when we get it wrong. Every complaint is recorded, investigated and answered — and you can always go straight to the Commission instead.

Making a complaint

You can raise a concern with us in whatever way is easiest for you. You do not need to put it in writing, and you do not need to use the word “complaint”.

  • Call us on 03 8752 2335
  • Email info@famycare.com.au
  • Write to us at Suite 10B, 26-28 Verdun Drive, Narre Warren Victoria 3805
  • Tell any Famycare worker — they are required to pass it on

You can bring someone with you

You are welcome to have a family member, friend, advocate or interpreter help you make a complaint, or make it on your behalf. If you would like an independent advocate and do not have one, tell us and we will help you find one.

What happens next

  1. We acknowledge your complaint and record it.
  2. We talk to you about what happened and what you would like to see done about it.
  3. We investigate, and we tell you the outcome and the reasons for it.
  4. If you are not satisfied, we tell you how to escalate — including to the Commission.

Making a complaint will never affect the support you receive. You can also ask to remain anonymous, though this may limit what we are able to investigate.

Going to the NDIS Commission

You do not have to come to us first. You can contact the NDIS Quality and Safeguards Commission at any time, about anything.

Note for the Famycare team: this page describes a conventional complaints process and must be checked against the organisation’s actual complaints policy before launch — including who owns complaints internally and what response timeframes you commit to. Regulator contact details should also be re-checked against ndiscommission.gov.au. Delete this note once that review is done.