Our promise
Complaints help us do better. We'll listen, take you seriously, keep you informed, and never let a complaint affect the support you receive. You can complain to us, or go straight to the NDIS Commission, at any time.
How to raise a complaint
Choose whatever feels easiest. You can complain on your own behalf, or ask a family member, advocate or support coordinator to do it with or for you.
- Email: feedback@rainbowconnections.com.au
- Phone: 02 4313 1690, Monday–Friday 9am–5pm
- In person: talk to any of our workers or coordinators
- Anonymously: if you'd rather not give your name, we'll still look into it
If you need an interpreter, Auslan, Easy Read, or another way to communicate, tell us and we'll arrange it. You can also call TIS National on 131 450 for an interpreter, or use the National Relay Service.
What happens next
- We acknowledge it within 2 business days. You'll know we've received it and who is handling it.
- We look into it fairly. We'll talk with you about what happened and what you'd like to see change.
- We aim to resolve it within 21 days. If it needs longer, we'll explain why and keep you updated.
- We tell you the outcome and what we've changed, and we check you're satisfied with how it was handled.
You can also contact the NDIS Commission
If you'd prefer to raise your concern outside of Rainbow Connections, or you're not happy with our response, you can contact the NDIS Quality and Safeguards Commission at any time:
Phone: 1800 035 544 (free call) · Online: ndiscommission.gov.au