Feedback & complaints
Tell us how we're doing
Feedback — good or difficult — helps us provide better support. You will never be treated differently for raising a concern.
Note for Impressions Choice Support: please confirm your internal complaint-handling process, response timeframes and the responsible contact person, then replace the details below.
Your right to speak up
You have the right to:
- Raise a concern without it affecting your supports
- Have someone speak on your behalf — a family member, friend or advocate
- Have your complaint taken seriously and handled fairly
- Be told what we are doing about it
- Go directly to the NDIS Commission at any time, including instead of coming to us
Ways to reach us
Use whichever is easiest for you:
- Phone 0437 549 600
- Email admin@icsupport.com.au
- Through the enquiry form
- In person, with your support worker or coordinator
If writing is difficult, please just call — we are happy to write things down for you and read them back to check we have understood.
What happens next
- We will acknowledge your feedback and let you know who is handling it.
- We will talk with you about what happened and what outcome you are hoping for.
- We will look into it, and keep you updated as we go.
- We will tell you what we found and what we are changing as a result.
If you'd rather go elsewhere
You can contact the NDIS Quality and Safeguards Commission directly at any time. You do not need to tell us first.
- Phone 1800 035 544 (free from landlines)
- Online at ndiscommission.gov.au (opens in a new tab)
If you need an interpreter, call the Translating and Interpreting Service on 131 450. If you are deaf or have a hearing or speech impairment, contact the National Relay Service on 133 677.