Feedback & Complaints
We welcome your feedback
Compliments, concerns, and everything in between - your feedback helps us improve the way we support people.
Compliments, concerns, and everything in between - your feedback helps us improve the way we support people.
Build Disability Supports is committed to handling complaints and feedback openly, fairly, and respectfully. We follow the principles of procedural fairness and the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.
We see feedback - including compliments and complaints - as one of the most important tools we have for improving how we support people. Anyone who raises a complaint, whether to us or directly to the NDIS Commission, will never be disadvantaged for doing so.
You can share feedback or raise a complaint with us in whichever way works best for you:
You can also submit feedback anonymously if you prefer. All complaints, including anonymous ones, are recorded and actioned.
We acknowledge every complaint within 2 business days of receiving it. Once acknowledged, we assess the complaint to understand the issue, the outcome you're looking for, and what support you might need throughout the process.
We then work through resolving the complaint and keep you informed at every step - including any decisions made, the reasons behind them, and what improvements we'll be putting in place.
We aim to resolve all complaints within 21 days. If that's not achievable, we'll let you know why and keep you in the loop.
All complaints are treated as strictly confidential. Personal information shared by you or your representative is only disclosed if required by law.
If a complaint involves findings about an individual, we'll review our privacy obligations under the Privacy Act 1988 and the National Privacy Principles before sharing anything.
You're always welcome to bring an independent advocate, family member, or support person along when raising a complaint. If you'd like help finding an advocate, the Disability Advocacy Finder via Ask Izzy is a great starting point.
If you'd prefer to make a complaint directly to the NDIS Commission rather than to us, you can do that at any time. They can be reached via the NDIS Quality and Safeguards Commission website.
Every piece of feedback we receive feeds back into how we run Build. We review our complaints register regularly to spot patterns, identify systemic issues, and improve the way we deliver supports.
Each year we run an internal review of the complaints management process itself - including how accessible it is for participants - to make sure it's working the way it should.
Whether it's a compliment, a concern, or a suggestion - we want to hear it. Use the feedback form or get in touch any way that works for you.
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