Feedback and Complaints

Your feedback makes us better. Tell us what's working, what isn't, and what we could do differently. You have every right to make a complaint - and you will never be treated differently, or lose supports, because you did.

Anyone can raise a complaint: you, a family member, a friend, a carer, or an advocate. It is always okay to make a complaint.

How to reach us

Choose whichever way is easiest for you:

• Talk to any Ellira worker - in person, during a shift, any time. Every worker can take a complaint.
• Phone: 1300 487 996
• Email: [email protected]
• In writing: Ellira Pty Ltd, Cranbourne VIC
• Use our form: download the Feedback and Complaints Form, or ask any worker for a copy.
• Anonymously: you don't have to tell us your name. Use the form below without filling in your details, download the Anonymous Complaint & Feedback Form, or ask us for the reply-paid kit - no stamp needed. (If you stay anonymous, we may not be able to get back to you directly, but we still record and act on what you tell us.)
• Through an advocate or support person: an advocate can raise it with us, or sit beside you while you do. Advocates are free and always welcome.

If you need an interpreter, we use TIS National - 131 450, free for our participants. If you're deaf or find it hard to hear or speak on the phone, contact us through the National Relay Service and ask for 1300 487 996 - Voice Relay 1300 555 727, TTY 133 677, or SMS relay 0423 677 767. An Easy Read version of our complaints information is available too.

What happens next

This is our service standard - our promise to you:

1. We acknowledge your complaint within 3 business days. We'll tell you who is handling it and what will happen next.
2. We look into it fairly. The person handling your complaint won't have a conflict of interest. You can have an advocate or support person with you at any point, and we'll keep you updated along the way.
3. We give you a written outcome within 20 business days. It will explain what we found, the reasons for our decisions, what we'll do differently, and how you can escalate or seek a review if you're not satisfied.

If your complaint raises a safety concern, we act on the safety issue straight away - that always comes first.

If your complaint is about a Director

Ellira is a small organisation led by its Directors, so we have an independent pathway for this. If a complaint concerns a Director, it is referred to an independent External Quality Reviewer within 2 business days. The Directors are excluded from all decisions and file access about that complaint, and we'll tell you in writing how it's being handled.

Your rights when you complain

• No adverse treatment - ever. Complaining will never affect your supports.
• Your complaint is kept confidential, shared only with the people who need it to resolve the matter.
• You can change your mind, pause, or stop at any time.
• You can ask for a different worker while we look into it.
• We keep complaint records securely for 7 years.

You can go outside Ellira - at any time

You never have to come to us first, and you don't have to wait for our answer. You can contact these organisations at any time - before, during or after our process:

• NDIS Quality and Safeguards Commission - 1800 035 544 · ndiscommission.gov.au/complaints
• National Disability Insurance Agency (NDIA) (about your plan) - 1800 800 110
• Victorian Disability Worker Commission (about the conduct of a disability worker) - 1800 497 132
• Office of the Australian Information Commissioner (privacy matters) - 1300 363 992 · oaic.gov.au
• Health Complaints Commissioner Victoria (health information matters) - 1300 582 113

Free advocacy support

An advocate is someone independent who speaks up with you, or for you. Advocacy is free, and it's your choice:

• Disability Advocacy Resource Unit (DARU) - 03 9639 5807
• VALID - 1300 660 312
• Office of the Public Advocate - 1300 309 337
• Disability Advocacy Finder - askizzy.org.au

Lodge it right here

You can send feedback - good or bad - straight from this page. It mirrors our official Feedback and Complaints Form, but every field except "what happened" is optional: leave the personal details blank and it arrives completely anonymously. When you submit, you'll get a PDF copy on our letterhead for your own records.

Prefer paper? You can still download the printable form and send it back by email or post.