Feedback, complaints and appeals

We welcome your feedback, complaints and appeals as it helps us improve our services and better protect people’s rights.

Anyone can make a complaint if they’re unhappy or concerned about things like:

• the treatment they or someone else received
• unreasonable delays
• poor customer service
• poor communication.

It's safe to make a complaint. You won’t get into trouble, and you won’t lose services or supports if you make a complaint.

Make a complaint

How to make a complaint about:

Authorised program officers (APOs)

1. Contact the NDIS service provider that employs the APO you want to complain about.
2. Follow this provider’s complaint process.

NDIS service providers

1. Contact your NDIS service provider and follow this provider’s complaint process.
2. Contact the NDIS Quality and Safeguards Commission.

Restrictive Practices Unit

• Email - DHSRestrictivePracticesUnit@sa.gov.au.
• Speak to a member of the Restrictive Practices Unit team on 1800 862 004.
• If you are deaf and/or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you - ask for 1800 862 004.
• Contact the Department of Human Services.

Senior authorising officer

Complaints about the senior authorising officer must be directed to the Executive Director responsible for the Restrictive Practices Authorisation scheme in the Department of Human Services.

Some decisions in the Restrictive Practices Authorisation scheme can be appealed.

You can lodge an appeal when you’re unhappy with an official restrictive practice decision and you want it reviewed. An appeal is a formal process of reviewing decisions made as part of the scheme. A person who wasn’t involved in the original decision will do the review.

Decisions that can be appealed

• a decision about who can be an APO
• a restrictive practices authorisation
• a decision to cancel a restrictive practice authorisation.

How to appeal a restrictive practice decision

How to appeal a decision depends on who made the decision.

Appeal a decision made by the APO or an NDIS service provider

Anyone can appeal decisions made by the APO or NDIS service provider. Appeals must be lodged within 30 days after the initial decision was made. The senior authorising officer can extend this time for an appropriate reason.

The senior authorising officer of the Restrictive Practices Unit will review the decision and you will be informed of the outcome of the review.

To lodge an appeal:

• Email - DHSRestrictivePracticesUnit@sa.gov.au
• If you are deaf or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you - ask for 1800 862 004.

Appeal a decision made by the senior authorising officer

The person the decision is about, and the people who support them can appeal decisions made by the senior authorising officer.

You can speak to the senior authorising officer and ask them to review their decision. If you are still unhappy with the outcome, you can contact the South Australian Civil and Administrative Tribunal (SACAT). They conduct reviews on government decisions.

You must appeal the decision within 30 days after the initial decision was made. SACAT can extend this time for an appropriate reason.

To lodge an appeal:

• email - DHSRestrictivePracticesUnit@sa.gov.au 
• contact SACAT:
  • visit the SACAT website
  • send an email to sacat@sacat.sa.gov.au
  • if you are deaf or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you - ask for 1800 723 767.

Feedback can be anything you want to share with us that doesn’t fall under complaints or appeals.

Contact us at the Restrictive Practices Unit:

• Email - DHSRestrictivePracticesUnit@sa.gov.au.
• If you are deaf and/or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you - ask for 1800 862 004.

If you need help with making a complaint or an appeal, you can ask:

• your family
• your friends
• an independent disability advocate.

What will a disability advocate do

A disability advocate will help you make a complaint or an appeal, acting under your direction and reflecting your wishes.

Where can I find a disability advocate

Find disability advocacy near you by contacting one of the organisations listed below or by using the search tool.

Organisations

• Disability Advocacy and Complaints Service of South Australia (DACSSA)
• Independent Advocacy SA (IA)
• Advocacy for Disability Access and Inclusion (ADAI)

Search tool

Use Ask Izzy to find disability advocacy providers in your local area.