Currently in Western Australia we are trialling two disability schemes – a State version called NDIS WA and a Federal version called NDIS.
The Federal version is being trialled in the Perth Hills where Midlas is located and supports people with disabilities. Many of these people are participants in the Scheme, or wish to become participants.
Midlas has supported many people through this process.
One type of support that Midlas provides is assistance through the Complaints process when someone is unhappy with the way they have been treated by National Disability Insurance Agency (NDIA) staff.
Complaint VS Appeal
There is a big difference between a complaint and an appeal.
A complaint relates more to concerns with how you have been treated or communicated with by NDIA staff.
An appeal relates to decisions that have been made by NDIA staff. Please see Midlas June Blog for more information regarding your Appeal rights.
You can make a complaint by:
- Contacting the Midland NDIA office
- Completing the online complaint form available on the NDIA website – http://www.ndis.gov.au/about/contact-us/feedback-complaints/complaint-form
When making a complaint you will need to outline the exact details of what happened that lead to you making the complaint; what outcomes you are seeking and include any supporting information relating to the complaint.
A Midlas Disability Advocate can support you through this process and ensure your voice is heard.
NDIS Complaints Procedure requires that they:
- Take immediate action where there appears to be a high risk of harm, neglect or abuse
- Aim to acknowledge complaints within the next business day
- Call you within two business days of acknowledgement
- Aim to resolve complaints within 21 business days of receipt
If you are dissatisfied with the outcome of your complaint you can ask for a supervisor or manager to review your complaint and how it was handled. After this, if you are still not satisfied, you may seek assistance from the Commonwealth Ombudsman: 1300 362 072.
If you would like some assistance in understanding the Complaints process with the NDIS please call Midlas on 9250 2123 to book an appointment with a Disability Advocate.
Midlas Mission: We partner with individuals and organisations to promote independence, strength and wellbeing in our community through support, advocacy and education.