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: hello@ellira.com.au
• 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 our 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 hard of hearing, contact us through the National Relay Service — 1300 555 727. An Easy Read version of our complaints information is available — just ask.

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