How to reach us
Use whichever of these is easiest for you. If you would rather someone else do it for you — a family member, friend, support coordinator or advocate — that is completely fine.
Call or text
0449 945 751
Speak to Baljinder directly
Email
info@stepupcommunity.com.au
Write as much or as little as you like
In person or in writing
3 Burchelli Way, Wyndham Vale VIC 3024
Ask your support worker to pass it on
In another language
131 450
Free interpreter via TIS National
What happens next
Every complaint is recorded, acted on, and reviewed. Here is our commitment on timing.
1
We acknowledge it
You get a call or email confirming we have received your concern, who is handling it, and what happens next. We record it in our complaints register.
Within 2 business days
2
We listen properly
We talk with you about what happened and what outcome you want. You can bring an advocate, a family member, or an interpreter. You do not have to speak to the person involved.
Within 5 business days
3
We look into it
We gather the facts fairly, hearing from everyone involved before reaching a conclusion. If it will take longer than 21 days, we tell you why and give you a new date.
Within 21 days
4
We tell you the outcome
You get our findings, what we are changing, and what to do if you are not satisfied — including how to take it to the NDIS Commission.
In writing
5
We change how we work
Every complaint is reviewed for what it says about our systems, not just the individual case. Changes go into our continuous improvement register.
Ongoing
External Complaints
You can go straight to the NDIS Commission
You do not have to raise it with us first, and you do not have to tell us you have contacted them. The NDIS Quality and Safeguards Commission is independent of us and free to use.
Phone
1800 035 544
Free from landlines
TTY
133 677
National Relay Service
Online
ndiscommission.gov.au
Complaint contact form