Complaints about Disability Services

Client feedback is encouraged as complaints provide an opportunity to learn and improve our service delivery. This helps us ensure continued development and the delivery of people-focused, high-quality services.

Complaints can be made about:

• our products or services, including how our officers provided a service
• the products and services delivered by one of our funded service providers
• our policies or procedures
• our practices
• a breach of your privacy
• a breach of your human rights.

If you wish to make a complaint about the department's services as a NDIS provider

Complaints can be made about the department's role as a registered NDIS provider, including its delivery of supported independent living services, specialist behaviour support planning services and specialist disability accommodation. Complaints can also be made about the department's fees and charges for these services.

To make a complaint about these services, please use one of the following options:

• emailing disabilityservicescomplaints@families.qld.gov.au
• calling 1800 491 467 during business hours
• using the Queensland Government complaints form
• calling 13 QGOV (13 74 68) to reach a 24/7 government customer service phoneline.

If you are unhappy about the department's services as a registered NDIS provider, you can also contact the NDIS Quality and Safeguards Commission.

If you wish to make a complaint about the Forensic Disability Service

Complaints can be made about the Forensic Disability Service, including the services provided to clients of the Forensic Disability Service and the department's management of the Forensic Disability Service.

To make a complaint about the Forensic Disability Service, please use one of the following options:

• emailing disabilityservicescomplaints@families.qld.gov.au
• calling 1800 491 467 during business hours
• using the Queensland Government complaints form
• calling 13 QGOV (13 74 68) to reach a 24/7 government customer service phoneline.

If you wish to make a complaint about any other service

Complaints can be made about any service provided by Disability Services, including:

• funded services such as disability advocates and peak bodies
• administration of the Guide, Hearing and Assistance Dogs Act 2009
• how we have handled your private information
• if you believe we have breached your human rights.

To make a complaint about a service provided by Disability Services, please use one of the following options:

• emailing disabilityenquiries@families.qld.gov.au
• calling 1800 491 467 during business hours
• using the Queensland Government complaints form
• calling 13 QGOV (13 74 68) to reach a 24/7 government customer service phoneline.

If you wish to make a complaint about another NDIS provider or the National Disability Insurance Agency

NDIS participants can contact the NDIA directly about issues relating to your plan or if you are unhappy with the services you are receiving from the NDIA.

NDIS participants who have a concern about a NDIS service provider can make a complaint directly to the NDIS Quality and Safeguards Commission.

Further information

• Disability Services Complaints management policy (PDF, 180 KB) (DOCX, 100 KB)
• Find details to make a general complaint to the department about privacy or human rights breaches.