Referral Contact
Feedback

We value your feedback

At MMT Care, we believe the people we support, their families and our broader support network should have a voice in the services we provide. Tell us what is working, what could be better, or what has gone wrong — it all comes to the same place.

You can give feedback anonymously if you prefer — no name, email or phone required. We then cannot reply to you, but we still record it and act on it.

Your feedback helps us understand what we are doing well and where we can improve. We welcome positive feedback, suggestions and complaints — all of it is read, and none of it affects the support you receive.

  • Nothing changes because you spoke up. Raising a concern will never affect your supports, your placement or how you are treated.
  • You choose how much to share. Every contact field on this form is optional.
  • You can go elsewhere at any time. You do not have to come to us first — see the options at the bottom of this page.
  • You can ask someone to help you. A family member, carer, advocate or support worker can sit with you, read it out, or write it down for you.

Six ways to tell us

Use whichever one suits you. They all reach the same team, and none of them is treated as less important than another.

Use the form on this page

The quickest way. You can leave your name out, and you can have it read aloud to you.

Go to the form

Call us

Call 1300 066 822 and ask for the Practice and Service Excellence team. Monday to Friday, 8:30am to 5:00pm.

Email us

Write as much or as little as you like. We answer every email we receive.

info@mmtcare.com.au

Tell someone in person

Any MMT Care worker, house coordinator or manager can take your feedback and pass it on for you.

Write to us

Prefer paper? Post it to MMT Care, Level 7, 80 Dorcas Street, Southbank VIC 3006.

Stay anonymous

Leave every contact field blank. If you stay anonymous we cannot reply to you, or tell you what we did about it. We will still record it and act on it.

Other ways to raise feedback, including the regulatory bodies

You can raise feedback or a complaint with a regulator instead of us, or as well as us, and you do not need our permission. The NDIS Quality and Safeguards Commission and the disability body in your state are listed on our incident management page, along with what we do when something goes wrong.

When something goes wrong

Need this in another language, in Easy Read, or read aloud? Ask any MMT Care worker, or call 1300 066 822 — we arrange interpreters and Easy Read materials, and the form below can read itself to you.

Would you like someone from MMT Care to contact you?
Which state is your feedback about?

This tells us which team should follow it up. Choose “Other / not sure” if you would rather not say, or the question does not apply.

I am providing feedback as
What would you like to tell us about?
Your feedback

This is the only part we need.

What outcome would you like from this?
Privacy. We will treat your feedback respectfully and confidentially, and use it to help improve our services. Providing your contact details is optional. Website privacy policy — covers this form and the analytics behind it.
Privacy and confidentiality (Easy Read) — how we look after information about the people we support. Read it on the site or download it.
Who is your feedback about? — choose any

Your safety and wellbeing matter

If you or someone else is in immediate danger, please call Triple Zero (000). If you are worried about the safety of a child or vulnerable person, you can contact the police or the relevant protection authority in your state or territory. You can choose the support option that feels right for you.

If you or someone you know would like confidential support after experiencing harm or abuse, help is available. You may contact Lifeline on 13 11 14 for 24-hour crisis support, or the Blue Knot Foundation Helpline on 1300 657 380. You are welcome to seek support when you feel ready.

Easy Read

What happens after you tell us

Every piece of feedback follows the same seven steps, whether it is a compliment or a complaint, and whether you left your name or not. You can also read this as a one-page timeline or in Easy Read below.

  1. We receive it

    Your feedback reaches our Practice and Service Excellence team, however you sent it. We say thank you within 2 business days.

  2. We record it

    It goes into our Feedback Management System so nothing is lost and we can see if the same thing happens again.

  3. We sort it

    We work out what kind of feedback it is and how serious it is, and give it to the right manager.

  4. We resolve it

    We look into what happened, fix what can be fixed, and tell you the outcome. Most matters are finished within 21 days.

  5. We follow it up

    We check back with you to make sure the answer made sense and that things actually changed.

  6. We review it

    Our leadership team reviews what came in, what we did about it, and whether we handled it well.

  7. We keep watching

    We track feedback over time and use the pattern to change how we train, what we do, and how we support people.

Our timeframes. We acknowledge feedback within 2 business days, and aim to resolve most matters within 21 days. If something is complex and takes longer, we tell you that and keep you updated. Raising a concern never affects your supports.

If something has gone wrong, our incident management process explains what we do, and how you are involved.

Our process and Easy Read

The same process in writing: a one-page timeline of the seven steps, an Easy Read version with pictures, and the full documents behind them. Ask us any time for a printed copy or help reading them.

Everything we publish, including the documents still being finalised, is on the resources page.

You can also go outside MMT Care

You are never required to raise something with us first, and you do not need our permission. If you would rather talk to someone independent — or you have raised something with us and are not satisfied — these people can help.

All states

NDIS Quality and Safeguards Commission

The independent regulator for NDIS providers. They take complaints about any NDIS service, in any state, and you do not need to come to us first.

1800 035 544 Visit their website
Victoria

Disability Services Commissioner

Handles complaints about Victorian disability services, and can help you work out who to go to if you are not sure.

1800 677 342 Visit their website
New South Wales

Ageing and Disability Commission

Runs the NSW Abuse Helpline, for concerns about abuse, neglect or exploitation of an adult with disability. You can report anonymously.

1800 628 221 Visit their website
Queensland

Department of Families, Seniors, Disability Services and Child Safety

Takes compliments and complaints about Queensland disability services. Anonymous complaints are accepted.

1800 491 467 Visit their website
Independent support

An advocate

Free, independent advocates can speak with you or on your behalf. Ask us and we will help you find one — that is part of our job.

Ask us for help
Talk to a person

Talk to us directly

If you would rather say it than type it, call and ask for the Practice & Service Excellence team.

1300 066 822

Your right to raise a concern

Anyone can raise a concern about the quality or safety of NDIS supports — participants, families, advocates, support coordinators and our own workers. You can do it without telling us first, and you can do it without giving your name.

If you work in disability support, including for MMT Care, you have whistle-blower protections when you raise a concern in good faith with the NDIS Quality and Safeguards Commission. A provider cannot take action against you — or threaten to — for speaking up. Our workers are expected to raise concerns, and we will not treat anyone badly for doing so.

Read the NDIS Code of Conduct

In an emergency, or if someone is in immediate danger, call 000.