The Commonwealth Continuity of Support (CoS) Programme Feedback and Concerns

Page last updated: 30 November 2018

If you receive services from the CoS Programme, you can raise a concern about the services you (or someone you know) receive. It is important that you talk about it. This might include a complaint about: 

  • services or supports that were not provided in a safe and respectful way; or
  • services and supports that were not delivered to an appropriate standard.

If you feel comfortable, you are encouraged to raise your concerns with your service provider first. This can lead to the quickest and most effective solution.  It is a requirement for all CoS service providers to have a complaints management and resolution process.

If your service provider is unable to resolve or satisfy your concern or complaint, then you can seek further support. You can also ask a friend, family member or independent advocate to help you in making your complaint. For more information on advocacy support please see the Advocacy services web page.

The NDIS Quality and Safeguards Commission (NDIS Commission) is an independent organisation made to improve the quality and safety of CoS and NDIS services.

If you live in New South Wales or South Australia, you can contact the NDIS Commission to make a complaint.

If you live in another state or territory, you will need to contact your state/territory complaints service until the NDIS Commission starts in your region. This will be:

  • 1 July 2019 for the Australian Capital Territory, Northern Territory, Queensland, Tasmania, and Victoria; and
  • 1 July 2020 for Western Australia.

Here is a list of organisations you can contact in your state or territory. 

State

Organisation

Contact

NSW

NDIS Commission

Phone: 1800 035 544 or TTY 133 677 Interpreters can be arranged

National Relay Service and ask for 1800 035 544

Or complete the Online Complaints Form

SA

NDIS Commission

Phone: 1800 035 544 or TTY 133 677

Interpreters can be arranged

National Relay Service and ask for 1800 035 544

Or complete the Online Complaints Form

QLD

Queensland Department of Communities, Child Safety and Disability Services

Phone: 1800 080 464

Email: feedback@communities.qld.gov.au

TAS

Tasmanian Department of Health and Human Services

Your Disability and Community Services Area Manager on:

  • South - (03) 6166 1127
  • North - (03) 6777 1060
  • North West - (03) 6477 7609

ACT

ACT Disability and Community Services Commissioner

 

ACT Human Services Registrar

 

Health Services Complaints

Phone: (02) 6205 2222

Email:  human.rights@act.gov.au





Quality, Complaints and Regulation

Phone: (02) 6207 5474

Email: Quality@act.gov.au

NT

NT Department of Health

 

NT Health and Community Services Complaints Commission

Phone: (08) 8999 2572

Email: dohconsumerfeedback@nt.gov.au



Phone: 1800 004 474

Email: hcscc@nt.gov.au

VIC

Victorian Disability Services Commissioner

Phone: 1800 677 342

Email: complaints@odsc.vic.gov.au

Note: We will provide details for Western Australia once the CoS Programme begins in WA.

Feedback and concerns about the administration of the CoS Programme

You can also raise concerns about the way the CoS Programme is administered. These concerns might include: 

  • access to the program; or 
  • rejection of an application for more support.

If you are a CoS client or family member/advocate for a CoS client, you can raise this kind of concern by contacting the Department of Health. 

  1. Phone: 1800 020 103
  2. Email: CommonwealthCoS@health.gov.au
  3. National Relay Service online or call 1300 555 727.

If you feel your issues haven’t been resolved after contacting the Department of Health, you can contact the Commonwealth Ombudsman on 1300 362 072.