Feedback and Complaints

RIDBC values your opinion and we want to hear what you think about our service.  We welcome feedback on how we can improve and when we are doing things well. We encourage you to let us know if you have any complaints about our services or staff, so we can work with you to resolve them. Our goal is to continuously improve our service and we value the role you can play in this by providing feedback. 

Feedback and Complaints can be provided to RIDBC in your preferred method of communication:

Face to Face - By visiting any of our centres across Australia and speaking with our Staff.

Phone - By contacting our Client Care Team on 1300 581 391.

Fax - By Faxing your feedback to (02) 9872 0335 to the attention of RIDBC Feedback.

In Writing 

  • By emailing

  • By completing the Contact us form on our website.

  • By sending a letter to RIDBC Feedback - Private Bag 29, Parramatta NSW 2124

  • By filling out a Feedback Form and placing in the Feedback Box located in the Reception area in our centres across Australia

RIDBC is committed to resolving complaints in an ethical, confidential, timely, transparent and fair way.  Only the people who need to help find a resolution will be involved. Neither your family members nor anyone else will be disadvantaged by providing feedback.  You have the right to make an anonymous complaint. You also have the right to request a support person, family member or advocate assist with the complaint resolution.

How will you manage my complaint?

All feedback & complaints will be responded to initially within 24 hours and followed up within 5 working days by phone, a face to face meeting or in writing as agreed with you.  RIDBC is committed to ensuring our clients are

  • informed of the complaint’s progress

  • appropriately involved in the resolution of the complaint and

  • updated on the implementation of any relevant outcomes, including any action taken and decisions made.


Access is available to a number of agencies to assist you with your rights.  You can refer to the Disability Advocacy Finder to search for Commonwealth and State and Territory government funded disability advocacy agencies.

NDIS Complaints

If you are not satisfied with your NDIS funding you may wish to request a plan review with the NDIA or contact the NDIA directly to discuss your NDIS Complaints & Feedback.  

You may also wish to seek support from an Advocacy agency to assist you. You can contact the Commonwealth Ombudsman to escalate your complaint regarding the NDIS and the NDIA.

As a registered provider of NDIS Supports, RIDBC is committed to the NDIS Quality & Safeguard Commission Complaint handling guidelines in the management of feedback and complaints about the Supports we provide.

In the event that you have a complaint  specifically about RIDBC and the provision of supports under the NDIS, and you are not able to come to a resolution with RIDBC, you may wish to escalate your complaint to the NDIS Quality and Safeguard Commission. The commission expressly encourages you to first contact you provider to discuss your feedback and attempt to resolve your complaint.  

If you believe RIDBC or another Service Provider has breached the NDIS Code of Conduct, you can contact the NDIS Quality and Safeguard Commission

There is a brochure detailing how to make a complaint to the NDIS Commission and detailed information on their website about how complaints are handled by the Commission.  

You can contact the NDIS Quality and Safeguard Commission by Phoning 1800 035 544 Monday - Friday between 9-5pm or by visiting NDIS Quality and Safeguard Commission