Feedback and Complaints
Your feedback matters
Specialised Living welcomes compliments, suggestions, concerns and complaints. Feedback helps us understand what we are doing well, address problems and improve the quality and safety of our supports.
You have the right to speak up. You will not lose your services, be disadvantaged or be treated unfairly because you give feedback or make a complaint. We will listen respectfully, protect your privacy and support you to participate in the process.
Who can provide feedback or complain?
Anyone can contact us, including a participant, family member, carer, nominee, advocate, worker, service provider or member of the public. You may make a complaint yourself or ask someone you trust to assist or speak on your behalf. You may also make a complaint anonymously, although this can limit our ability to investigate or provide updates.
What can you contact us about?
- the quality, safety, reliability or suitability of supports
- how you were treated by a worker or representative
- communication, privacy, choice, control or cultural safety
- fees, invoices, bookings, cancellations or service arrangements
- a decision or action taken by Specialised Living
- a concern that a policy, process or service could be improved
- something positive you would like us to recognise.
How to give feedback or make a complaint
You can contact us by telephone, email or through the website contact or complaints form. You can also speak directly with a worker or manager. Please tell us your preferred communication method and whether you need an interpreter, advocate, accessible format or other support.
Contact Specialised Living
Phone:0423 226 340
Email: azieu.a@specialisedliving.com.au
Website: specialisedliving.com.au
Feedback and complaints form
You can submit this form anonymously — your name and contact details are optional. If you would like a reply, please give us a way to contact you. You will not be treated unfairly for giving feedback or making a complaint.
In an emergency, if someone is in immediate danger or needs urgent medical help, call Triple Zero (000). You do not need to use this form.
What happens after you make a complaint
- We will listen, make sure any immediate safety concerns are addressed and record the complaint.
- We will acknowledge the complaint and explain the next steps, who will handle it and the expected timeframe.
- We will assess and investigate the issues fairly. We may ask for more information and, where appropriate, speak with other people involved.
- We will keep you informed and involve you in identifying a fair and practical resolution.
- We will explain the outcome, any action taken and options for further review or external assistance.
- We will use what we learn to improve our services, systems and worker practices.
We aim to acknowledge complaints promptly and resolve them as soon as reasonably practicable. The time required will depend on the seriousness and complexity of the matter. If more time is needed, we will explain why and provide an updated timeframe.
Urgent safety concerns
If someone is in immediate danger or needs urgent medical assistance, call Triple Zero (000). If there is a serious concern about the safety or quality of NDIS supports, contact the NDIS Quality and Safeguards Commission as soon as possible.
External complaints and advocacy
You can contact the NDIS Quality and Safeguards Commission at any time about the quality or safety of NDIS supports. You do not have to complain to Specialised Living first. The Commission can arrange interpreters, and you may ask a family member, friend or independent advocate to assist you.
- NDIS Quality and Safeguards Commission: 1800 035 544
- TTY: 133 677
- National Relay Service: ask for 1800 035 544
- Online complaint information: ndiscommission.gov.au/complaints/report
For questions or complaints about an NDIS plan, funding decision or NDIA process, contact the National Disability Insurance Agency on 1800 800 110 or visit ndis.gov.au.
If your concern is about privacy, you may also contact the Office of the Australian Information Commissioner at oaic.gov.au. Independent disability advocacy information is available through askizzy.org.au/disability-advocacy-finder.
Privacy and records
We handle complaint information privately and only share it with people who need it to assess, investigate, resolve or lawfully report the matter. We keep complaint records in accordance with applicable legal and NDIS requirements.