From 1 July 2020, you will be able to lodge a complaint by phone, email, post, through our online complaints form or in person. It must include the grounds for making the complaint. We will accept anonymous complaints and will protect your privacy at all times. 

You can ask us to help you to make a complaint. This may include helping you to write and lodge the complaint. 

Who will handle my complaint?

All complaints will be handled by us at first. If the complaint is about a registered disability worker or registered disability student, it will go to the Board so they can decide the most appropriate action. Complaints about unregistered disability workers will be handled by the Commission, and the Victorian Disability Worker Commissioner will have the power to decide the most appropriate action.

Assessment of a complaint

The assessment of a complaint will take place after we receive enough information about the complaint and sufficient information to identify the disability worker or student.

In most cases, we will try to complete the assessment process within 60 days. We will contact you during this time to get all the information we need about your complaint.

The disability worker or registered disability student who has had a complaint made about them is usually told in writing that a complaint has been made and about the nature of the complaint.

Sometimes, we are not able to contact the disability worker or disability student at this stage if it is considered doing so would:

  • prejudice an investigation
  • place a person’s safety at risk
  • place a person at risk of intimidation. 

Role of the investigator

The role of the investigator will be to gather relevant information about the complaint and to document this in an investigation report. The investigator will be responsible for gathering and assessing all relevant evidence connected to an allegation and to make findings by applying the 'balance of probabilities' as the standard of proof.

This means the investigator should think about whether it is more likely than not that the alleged conduct happened. At the end of the assessment stage, the investigator will present this information to the Board or the Commissioner for their consideration. 

After assessment and investigation

After assessing, and where appropriate, investigating, a complaint the Board or Commissioner will have a number of options open to them, including to:

• settle the complaint by agreement
• take no further action    
• take some form of regulatory action
• refer the complaint to the NDIS Quality and Safeguards Commission.

See our complaint outcomes and resolution page for more information.


Person with disability on the phone