Support Coordination

Feedback and complaints

CoAbility welcomes your feedback including complaints

At CoAbility, we want to hear what you have to say; whether it’s to provide feedback, celebrate something with a compliment or tell us you are not happy with the service you’re getting.

Every piece of feedback allows us to continually improve our service to you.

Feedback, Compliments and Complaints

You can provide us with feedback, by using our digital form.

Feedback, Compliments and Complaints Form

This form allows you to provide feedback CoAbility in the form of:

  • General Feedback – anything at all you’d like to share with us. It might be an idea about something CoAbility could change or add that would make your experience better, but really – it’s up to you.
  • Compliments – positive feedback about something done well that we can celebrate here with our team. Compliments are always welcome. 
  • Complaints – perhaps the most important kind of feedback you can provide. Complaints help us help you. They allow CoAbility insight into your thoughts and feelings about our service and might provide us with an immediate opportunity to find a solution for you.

Longer term, your feedback allows CoAbility to improve as a business, which in turn has a positive impact on other participants, their families, friends, carers, advocates, service providers and our community as a whole.

A Complaint:

  • Can be made by anyone (This includes participants, their families, friends, informal supports or other service providers)
  • Will always be private and confidential (Your details will be kept safe)
  • Can be withdrawn at any time
  • Can be reviewed if you don’t agree with the outcome, either by us or the NDIS Commission
  • Can be lodged anonymously.

How do I provide Feedback, a Compliment or Complaint to CoAbility?

There are many ways you can get in touch. The best way is by using the CoAbility Feedback form.

The Feedback form allows you to lodge your feedback, compliment or complaint anonymously if you so choose.

Additionally, you can:

  • Talk to anyone at CoAbility by calling 1800 262 245
  • Email CoAbility at hello@coability.com.au
  • Write to CoAbility at 36-38 Gipps Street (Suite 8), Collingwood, VIC 3066
  • Get help from a family member, friend or a trained advocate to assist you. More information is available at Ask Izzy 

CoAbility would love to hear directly from you and try to resolve any issues. But if you don't wish to talk to us about a complaint, we fully respect your choice.

There are other people you can talk to:

When we receive a complaint we will

Listen

Tell us what you aren’t happy about.
We will acknowledge your complaint within 48 hours.

Investigate

Look into the issue and find out what went wrong.
We will be fair and transparent in our investigation.

Inform

Let you know the outcome within 5 – 28 days and keep you updated during the process.

Help

Ensure you understand the process and the outcome…and what you can do if you disagree.

Stop

Make sure you are not negatively impacted by making a complaint or its outcome.