Feedback and Complaints

Feedback and Complaints

Here at Irabina we care about what you have to say, good or bad. We are committed to quality service delivery, and it’s through your feedback that we can identify areas for improvement and take action.

If you would like to provide us with feedback, a compliment or raise a complaint, please feel free to take any of the following actions:

  • Email: [email protected]
  • Call us on: 03 9720 1118, and ask for the Quality Team
  • Complete the paper form available at reception
  • Complete the online form below

Irabina will acknowledge complaints within five working days of complaint received, and resolve your complaint as soon as possible. Complex complaints may take up to 28 days to complete. We will keep you informed on the progress of the complaint investigation.

If you would like to make a complaint to a relevant external agency, please scroll down for a list of external complaints organisations.

Please see the Complaints and Feedback Policy and Procedure for full information.

Should you wish to remain anonymous, please leave your contact information blank.

For Kids: Here is our child-friendly feedback and complaints poster.


Feedback and Complaints form:

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  • Please provide as much information as possible.
  • Please note, if you would like us to get in touch with you regarding this feedback please ensure your contact information is entered above.
  • If you are making this complaint on behalf of someone else, please provide their full name.

Our Commitment To You

Irabina Autism Services has a commitment to quality service delivery supported by Continuous Improvement Strategy across all service areas of the organisation for the purpose of maintaining the highest quality services to those who rely on the organisation for assistance in various forms delivered by Irabina employees.

Irabina has a commitment to listen to and learn from anyone who wishes to speak up about quality of Irabina’s services. Feedback in the form of complaints, suggestions or compliments is a major component of the Irabina Continuous Improvement Strategy.

Complaints and feedback provide the organisation and its employees with unique information about the quality of service delivered by Irabina from the perspective of service users.

All Irabina management and staff have a responsibility to ensure they are delivering safe and quality support and services to the clients and their families and must comply with the NDIS Code of Conduct.

It is a guiding principle of the National Disability Insurance Scheme Act 2013 (NDIS Act) and the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018, that people with disability have the same right as other members of Australian society to pursue any grievance.

The purpose of this policy is also to ensure that consumer feedback, including compliments, suggestions and complaints contribute to the continual improvement of the Irabina services, and that feedback is appropriately heard.

All Irabina staff are responsible for respectfully acknowledging and where possible, immediately resolving any feedback and complaints.

Should your complaint not be resolved immediately, you (as the person who made the complaint) will be kept informed on its progress.

Irabina monitors all complaints through the Complaints and Feedback Register. This centralised register includes up-to-date progress of each complaint and its status (open or closed/resolved).



External Complaints Organisations:

National Disability Insurance Scheme – NDIS

Telephone: 1800 035 544 or TTY 133 677
National Relay Service and ask for 1800 035 544
Complete a complaint contact form.

Office of the Disability Services Commissioner

The Disability Services Commissioner works with people with a disability, and disability services to resolve complaints.
Telephone: 1800 677 342 (free call)
TTY service for people with hearing or speech difficulties: 1300 726 563

Health Complaints Commissioner

The Health Complaints Commissioner receives and resolves complaints about healthcare and the handling of health information in Victoria.
Telephone: 1300 582 113

Mental Health Complaints Commissioner

The Mental Health Complaints Commissioner can assist you if your complaint is about a public mental health service in Victoria.
Telephone: 1800 246 054

Victorian Ombudsman

The Ombudsman has the power to investigate complaints about State and local government authorities. The Ombudsman investigates complaints made about decisions, actions or inaction by these bodies.
Telephone: 9613 6222, Regional: 1800 806 314

Office of the Australian Information Commissioner (OAIC)

If you’re concerned your personal information has been mishandled, you first need to complain to the organisation or agency you think has mishandled it. If they don’t respond to your complaint within 30 days or you’re not happy with their response, you can lodge a complaint with the OAIC.

Telephone: 1300 363 99
Visit: Lodge a privacy complaint with us – Home (

Department of Families, Fairness and Housing (DFFH)

You can make a complaint about any service provided by the department or one of its funded service providers.

Contact the DFFH via phone: 1300 884 706 or submit an online form.

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