Other ways
In-person: Speak to your AVWA case manager or a staff member at any of our offices.
By phone: Call one of our office numbers: Richmond (03) 9428 9078, Braybrook (03) 9396 1922 or Springvale (03) 9546 2699
By post: Complete our Feedback Form. Hard copies are available at all AVWA offices.
Other agencies that can help if you have a complaint
If you are not happy with our response you may choose to contact:
The Aged Care Quality and Safety Commission, if you are AVWA Aged Care client
The role of the Aged Care Quality and Safety Commission is to protect and enhance the safety, health, well-being and quality of life of people in aged care.
The Commission assumes the functions of the former Aged Care Complaints Commissioner and the Australian Aged Care Quality Agency, and is committed to promoting high-quality care and services to safeguard everyone who is receiving Australian Government-funded aged care.
If you want to make an enquiry or raise a complaint about the quality of care or services being delivered to people receiving aged care services subsidised by the Australian Government, you can contact the Aged Care Quality and Safety Commission on 1800 951 822 or visit agedcarequality.gov.au.
If you need advocacy services
National Aged Care Advocacy Line on 1800 700 600 (free call).
The NDIS Commission, if you are AVWA NDIS client
The independent NDIS Quality and Safeguards Commission (NDIS Commission) works to improve the quality and safety of NDIS supports and services.
The NDIS Commission can help NDIS participants, and their families and carers, to resolve concerns or complaints about NDIS supports and services. You can contact the NDIS Commission if you feel unsafe or unhappy with your services, or if you are unsure where to direct your concern.
The NDIS Commission will work with NDIS participants, service providers, workers and the community to introduce a nationally consistent approach so participants can access services and supports that promote choice, control and dignity.
You can make a complaint to the NDIS Commission by:
Further information is available on ‘How to make a complaint about a provider’ webpage.
Reportable incidents
Use the NDIS Commission Portal to notify us of a reportable incident.
General enquiries
To provide feedback by email: contactcentre@ndiscommission.gov.au.
Or by mail:
NDIS Quality and Safeguards Commission
PO Box 210
Penrith NSW 2750
If you are a client of another program or project, and you would like to know where else to make a complaint, please talk to the relevant staff or our Office Admins
