How to provide feedback
If you wish to submit a complaint or offer us a suggestion or compliment, you can speak to our staff. If you’re not happy with their response, you can request to speak to their manager.
You can contact us in several ways.
Services available to assist you to make a complaint
If you are a non-English speaking person, we can help you access an interpreter to translate through the Translating and Interpreter Service (TIS) on 131 450.
If you are deaf and/or find it hard hearing or speaking with people, contact us through the National Relay Service:
- TTY users phone 133 677 then ask for either 1800 696 347 or 1300 937 187
- Voice Rely users phone 1300 555 727 then ask for either 1800 696 347 or 1300 937 187
- NRS Chat users connect to the National Relay Service then ask for either 1800 696 347 or 1300 937 187
If you require the assistance of an advocate, you may like to use the Disability Advocacy Finder to find an organisation near you.
How we deal with complaints
When we are aware of a complaint, we will always attempt to resolve the matter immediately.
If you have sent us your contact details via email or online forms, we may contact you for more information about your complaint and attempt to resolve the issue.
We can also accept your complaint anonymously and we’ll investigate to the extent we are able to. In this case, we won’t be able to respond to you personally.
If we cannot immediately provide a resolution, we will formally acknowledge your complaint within 48 hours and will escalate the matter to the appropriate manager for further investigation and response.
Where a complaint meets the definition of a critical or notifiable incident under relevant State or Territory Disability legislation, MyIntegra will meet the relevant mandated incident reporting requirements.
If we can’t resolve your complaint within MyIntegra, we will explain why and let you know your other options.
Escalating your complaint
If you wish to take you complaint or dispute further, you can use an external dispute resolution agency to help. We can provide you with the contact details for a number of external services, including:
NDIS Quality and Safeguards Commission
National Disability Insurance Agency (NDIA) via the NDIS
A complaint may also be lodged at any of the local NDIS offices.
Office of the Commonwealth Ombudsman
You can also contact your local State or Territory based Ombudsman