How to Make a Complaint
How to Make a Complaint
If you are unhappy with our plan-management services, please tell us. We will listen, take your concern seriously and explain what happens next. Making a complaint will not disadvantage you or affect your right to receive our services.
Who can complain
Anyone can raise a concern, including participants, family members, carers, advocates, support coordinators, providers, suppliers and staff. You can ask someone you trust to help or complain for you. We may need to check permission before sharing another person’s private information.
What you can complain about
You can tell us about payment delays or errors, communication, staff conduct, privacy, claim decisions, transfers or how we handled an earlier complaint. You do not need to call it a formal complaint or provide proof before telling us.
How to contact us
- Phone 1300 119 800 and say you want to raise a complaint.
- Submit a complaint via our website where you can do so anonymously.
- Email complaints@managemode.com.au.
- Write to Manage Mode, G.02/267 St Georges Terrace, Perth WA 6000.
- Ask a staff member to record your complaint for you, or ask about other complaint options.
If you need an interpreter, an advocate, help writing your complaint or another communication format, tell us and we will help arrange appropriate support.
What to tell us
Tell us what happened, approximately when it happened, how it affected you and what you would like us to do. Provide only information relevant to the concern. If you do not know the dates or the solution, you can still complain.Â
Anonymous and confidential complaints
You can complain without giving your name or contact details. We will assess the information available, but may be unable to ask questions or give you updates. Details in your complaint could still identify you or others.Â
If you provide your details but want them kept confidential, tell us. We limit access to people who need the information to handle the complaint. We may need to share some information where required by law or appropriate to resolve the matter fairly. We will discuss this with you where possible.Â
What happens next
- We check whether anyone needs immediate protection or urgent support.
- If we can contact you, we aim to acknowledge your complaint within 2 business days and tell you who is handling it.
- We discuss your concerns and the outcome you want, check relevant information and keep you appropriately involved.
- We aim to respond to straightforward complaints within 10 business days. Complex complaints may take longer; we aim for 20 business days and explain any delay and revised date.
- While your complaint remains unresolved, we aim to update you at least every 5 business days.
- We explain our decision, reasons, action taken and any further steps. These are our service targets, not guaranteed completion dates.
If you are unhappy with the outcome
Ask for an internal review by a person who was not responsible for the original decision. We aim to acknowledge the request within 2 business days and respond within 10 business days, or explain why more time is needed.Â
For a complaint about the person handling the complaint, phone or email and ask to speak to another director confidentially. You can contact the NDIS Commission directly at any time.Â
Contact the NDIS Commission
For concerns about the quality or safety of NDIS supports and services, you can contact the NDIS Quality and Safeguards Commission without complaining to us first:
Phone
National Relay Service
Ask for 1800 035 544 Interpreters can be arranged.
The Commission does not handle every type of dispute. NDIA plan and funding decisions, supplier debt disputes and employment issues may need another pathway; we can help identify the appropriate contact.
Urgent concerns and your information
Call 000 if someone is in immediate danger. For urgent concerns about our services, phone us rather than relying only on an online submission. Ask for a Team Manager. If the concern is about that person, ask for an alternative handler.
We keep complaint records securely for at least seven years from when each record is made. We use complaints to improve our services. You can ask for this guide in another format or for help understanding it.
Information sources: NDIS Complaints Management and Resolution Rules 2018, Part 2; NDIS Commission Effective Complaint Handling Guidelines; www.ndiscommission.gov.au/complaints/report. Contact details checked October 2026.