Feedback & Complaints
If you have positive feedback about our team members or wish to make a complaint, we encourage you to contact us so we can address your concerns as soon as possible. In the event that you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support from any of the agencies outlined below.
Have you been impressed by a member of our team? We welcome positive feedback and commendations. To leave some positive feedback, please click here to complete our online form.
Need Easy Read? Download our Easy Read ‘How to make a complaint’ document.
To make a complaint, please contact HenderCare:
- via the Feedback form below
- on 1300 764 433
- by emailing quality@hendercare.com.au
- through our website
- in person at one of our offices; or
- by mail to Quality Department, GPO Box 2961, Adelaide SA 5001
For further information, please click here to view our Feedback and Complaints Policy.
State and Territory Links
Please consult the below links for advocacy, feedback and complaints links relevant to your state or territory.
National
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Online: www.ndiscommission.gov.au
Australian Human Rights Commission
Phone: 1300 656 419
Online: humanrights.gov.au
Older Persons Advocacy Network (OPAN)
Phone: 1800 700 600
Online: www.opan.com.au
Australian Captial Territory
Disability and Community Services Commissioner can be made to:
Online: https://hrc.act.gov.au/contact-us/
Phone: 02 6205 2222
Email: human.rights@act.gov.au
Post: Disability and Community Services Commissioner, GPO Box 158, Canberra
City, ACT 2600
NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. See www.accesscanberra.act.gov.au.
New South Wales
Fair Trading NSW
Complaints to NSW Fair Trading can be lodged:
Online: https://www.fairtrading.nsw.gov.au/help-centre/online-tools/make-a-
complaint
Phone: 13 32 20
NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Fair Trading NSW provides information and advice and, in some cases, dispute resolution services for customer disputes under the ACL.
Queensland
Queensland Department of Communities, Child Safety and Disability Services
Email: feedback@communities.qld.gov.au
Phone: 1800 080 464
Online: https://www.communities.qld.gov.au/
Post: GPO Box 806, Brisbane QLD 4001
Queensland Ombudsman
Phone: 1800 068 908
Online: https://www.ombudsman.qld.gov.au/
Post: GPO Box 3314, Brisbane QLD 4001
NDIS participants purchasing products and services have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Fair Trading Queensland provides information and advice and, in some cases, dispute resolution services for customer disputes under the ACL. You can also contact the Australian Securities and Investments Commission (ASIC) if you have concerns regarding consumer protection in relation to your finances.
South Australia
Office of the Guardian for Children and Young People
Online at gcyp.sa.gov.au
Phone 08 8226 8570
Consumer and Business Services SA
Complaints to Consumer and Business Services SA can be lodged:
Phone 13 18 82
Online at www.cbs.sa.gov.au
NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Consumer and Business Services SA provides information and advice and, in some cases, dispute resolution services for customer disputes under the ACL.
Tasmania
Disability and Community Services (DCS)
Phone: 6477 7609
Post: PO Box 258, Burnie TAS 7320
Advocacy Tasmania
Phone: 1800 005 131
Online: www.advocacytasmania.org.au
National Disability Abuse and Neglect Hotline (Legal Aid Commission of Tasmania)
Phone: 1800 880 052
Email: hotline@workfocus.com
Tasmanian Ombudsman
Complaints to the Tasmanian Ombudsman can be lodged:
Phone: 1800 001 170
Online: www.ombudsman.tas.gov.au
NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. The Tasmanian Ombudsman provides information and advice and, in some cases, dispute resolution services for customer disputes under the ACL.
Victoria
Victorian Department of Health and Human Services
Email: complaints.reception@dhhs.vic.gov.au
Phone: 1300 884 706
Victorian Disability Services Commission
Email: complaints@odsc.vic.gov.au
Phone: 1800 677 342 (TTY 1300 726 563)
Online: www.odsc.vic.gov.au
Skype: call or email to make an appointment first
Commission for Children and Young People Victoria
Email: childsafe@ccyp.vic.gov.au
Phone: 1300 78 29 78
Office of the Commissioner for Privacy and Data Protection
Phone: 1300 666 444
Online: www.cpdp.vic.gov.au
Victorian Ombudsman
Phone: (03) 9613 6222 or (rural callers) 1800 806 314
Online: www.ombudsman.vic.gov.au
Office of the Public Advocate
Phone: 1300 309 337, (03) 9603 9500 or TTY: (03) 9603 9259
Online: www.publicadvocate.vic.gov.au/opa-feedback-and-complaints
Independent Broad-based Anti-corruption Commission
Phone: 1300 735 135
Online: www.ibac.vic.gov.au
NDIS participants purchasing products and services have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Consumer Affairs Victoria provides information and advice and in some cases, dispute resolution services for customer disputes under the ACL. In addition to Consumer Affairs Victoria, you can also contact the Australian Securities and Investments
Commission (ASIC) if you have concerns regarding consumer protection in relation to your finances.
Western Australia
WA Health and Disability Services Complaints Office
Online: www.hadsco.wa.gov.au
Phone: 1800 813 583
WA Ombudsman
Phone: 08 9220 7555
Online: www.ombudsman.wa.gov.au
NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. See https://www.commerce.wa.gov.au.