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We listen
We’ll acknowledge your concern and make sure we understand what you want us to look into.
Feedback and complaints
Feedback and complaints
Tell us what’s working, what could be better or what has gone wrong. Raising a concern will not disadvantage you in the support you receive from Ava Aid.
You can speak up in your own way.
Contact us by phone or email, or ask to discuss your concern in person. You can involve a family member, friend, carer or advocate.
Tell us if you need help communicating your concern or would like information explained in a different way.
You can also provide anonymous feedback. If you choose not to provide contact details, we may be unable to discuss the outcome with you.
What helps us understand
- What happened or what you would like changed
- When and where it happened, if relevant
- The outcome you’re hoping for
- How you would like us to contact you
What happens next?
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We discuss the next steps
We’ll explain how the concern will be considered and how we can keep you informed.
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We explain the outcome
We’ll discuss the response and any agreed changes. You can ask for our full complaints procedure at any time.
Independent support
You can contact the NDIS Commission directly.
For concerns about the quality or safety of NDIS supports, you can contact the NDIS Quality and Safeguards Commission. You can ask someone you trust or an independent advocate to help.
The Commission offers anonymous and confidential reporting options. Its website explains those options and accessible ways to get in touch.
For an emergency or immediate danger, call 000. For questions about your NDIS plan, funding or NDIA decisions, contact the NDIA on 1800 800 110.
Independent complaints information checked on 4 October 2026.