Complaints and Feedback
Ability Active welcomes all feedback, including complaints. Your feedback helps us improve our services and make sure we are meeting the standards you expect and deserve.
You have the right to make a complaint at any time without it affecting your NDIS support or your relationship with us.
How to Make a Complaint
You can make a complaint by: Email: admin@abilityactive.com.au Phone: 0404 795 989 In writing: using the form at the bottom of this page
You can also have someone make a complaint on your behalf, such as a family member, carer, nominee, guardian, support coordinator, or advocate.
What Happens When You Make a Complaint
1.We acknowledge your complaint.
We will confirm we have received your complaint promptly.
2. We investigate.
We look into your concern fairly and thoroughly. We may contact you for more information.
3. We respond.
We aim to resolve complaints within 21 days. We will let you know the outcome and any actions we are taking.
4. We follow up.
If changes are made as a result of your complaint, we check that those changes are working.
Your Rights
You have the right to:
- Make a complaint without fear of it affecting your services
- Have your complaint handled fairly, promptly, and confidentially
- Have someone support you or advocate on your behalf during the complaints process
- Be informed of the outcome and any actions taken
- Escalate your complaint if you are not satisfied with our response
If You Are Not Satisfied
If you are not happy with how we have handled your complaint, you can contact the NDIS Quality and Safeguards Commission directly.
NDIS Quality and Safeguards Commission
Phone: 1800 035 544 (free call) Website:www.ndiscommission.gov.au
The Commission can receive complaints about NDIS providers and investigate concerns about the quality and safety of NDIS supports.
You can also contact:
NSW Ombudsman Phone: 1800 451 524 Website: www.ombo.nsw.gov.au
Feedback Form
We also welcome positive feedback and suggestions. Use this form to share your experience or raise a concern.
All information submitted through this form is treated confidentially and handled in accordance with our Privacy Policy.
