Your feedback matters. Our commitment to quality service includes listening to your concerns and resolving them fairly and promptly.
Complaints Policy
Urgent Concern?
For immediate safety concerns or urgent issues
Make a Complaint
Submit your complaint through our secure form
NDIS Commission
External complaints to the NDIS Quality & Safeguards Commission
Learn More
What is a Complaint?
A complaint is an expression of dissatisfaction about:
- The quality of our services or supports
- Actions or decisions made by our staff
- The way you have been treated
- Delays in service delivery
- Communication issues
- Any aspect of our service that hasn’t met your expectations
Important: We Welcome All Feedback
You have the right to make a complaint without fear of retaliation or impact on your services. All complaints are treated seriously and confidentially.
How to Make a Complaint
Phone
Main Line: 1300 907 093
Complaints Hotline: 1800 035 544
Monday to Friday, 8:30 AM - 5:30 PM
info@jarasupportnetwork.com.au
Online Form
Use our secure complaint form below
Complaints Officer
Jara Support
Melbourne, VIC 3004
In Person
Speak directly with your support coordinator or any staff member
Need Help Making a Complaint?
We can help you:
- Arrange an interpreter or communication support
- Have a family member, friend, or advocate assist you
- Provide the complaint form in different formats
- Arrange a face-to-face meeting
Our Resolution Process
Acknowledgment
Within 2 business days
We acknowledge receipt of your complaint and provide you with a complaint reference number.
Investigation
Within 5 business days
We investigate your complaint thoroughly and fairly, speaking with relevant staff and reviewing records.
Resolution
Within 21 days
We provide you with our findings and proposed resolution in writing.
Follow-up
30 days later
We check that you’re satisfied with the resolution and any agreed actions have been completed.
Complex Complaints
Some complaints may take longer to resolve due to their complexity. If this occurs, we will:
- Keep you informed of progress every 10 business days
- Explain why additional time is needed
- Provide a realistic timeframe for resolution
External Complaint Options
If you’re not satisfied with our response, you can make a complaint to:
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: www.ndiscommission.gov.au
Email: complaints@ndiscommission.gov.au
The Commission regulates NDIS providers and can investigate complaints about NDIS services.
NSW Ombudsman
Phone: 1800 451 524
Website: www.ombo.nsw.gov.au
Victorian Ombudsman
Phone: 1800 806 314
Website: www.ombudsman.vic.gov.au
Your Rights When Making a Complaint
No Retaliation
Your services will not be affected by making a complaint
Confidentiality
Your complaint will be handled confidentially and only shared with those who need to know
Support Person
You can have a support person, advocate, or family member help you
Communication
Request interpreters or alternative communication formats
Information
Regular updates on the progress of your complaint
Fair Process
Impartial investigation and fair resolution of your concerns
How to Make a Complaint
You have the right to make a complaint without fear of retaliation or impact on your services. All complaints are treated seriously and confidentially.
1300 907 093
Make a Call
info@jarasupportnetwork.com.au
Email Address
Melbourne, Australia
Location
