Feedback and complaints

How to raise something with us

• Speak with your support worker, coordinator or a manager.
• Call us on 0499 917 969.
• Email admin@idimcare.com.au.
• Use the contact form and choose "Feedback or complaint".

You can ask a family member, friend, advocate or interpreter to raise a concern for you, or to be present when you do. You can also raise something anonymously, though this may limit what we can investigate or tell you afterwards.

What happens next

1. We record what you have told us and confirm we have received it.
2. We check whether anyone is at immediate risk and act on that first.
3. We look into the concern, speak with the people involved and ask what outcome you are looking for.
4. We tell you what we found, what we are changing, and what happens if you are not satisfied.

We aim to respond promptly. When we acknowledge your complaint we will tell you who is handling it and when you can expect to hear back.

Feedback that is not a complaint

Compliments, suggestions and ideas are just as welcome. They tell us what to keep doing and where we can improve, and we use them when reviewing how we deliver support.

If you are not satisfied with our response

You can contact the NDIS Quality and Safeguards Commission at any time on 1800 035 544 or through its online complaints form. You do not need to raise the matter with us first, and you do not need our permission. Free, independent advocacy services can also support you.

For privacy concerns, you can also contact the Office of the Australian Information Commissioner.

Urgent safety concerns

Do not use this page or our forms for immediate safety concerns. In an emergency call 000. For crisis support, Lifeline is available on 13 11 14 and 13YARN on 13 92 76.

Related information

Read about your participant rights or how we handle information in our Privacy Policy.