Everything in one place
Information for participants, families, support coordinators and our own workers: how to give feedback, what happens when something goes wrong, our policies, and the independent bodies you can go to at any time.
Feedback and incidents
Give feedback
Compliments, suggestions, concerns and complaints — one form, one team, and you can stay anonymous.
Tell us what you thinkWhen something goes wrong
How incidents are recorded, investigated and reported, and how you are involved at every step.
Read the processOur safeguarding commitment
Everyone has the right to live free from violence, abuse, harm, neglect and exploitation. What we commit to, and what to do if you are worried.
Read the commitmentHow we use AI
A person always makes the decision, your information stays out of AI tools, and every AI output is checked by a person.
Read the rulesYour right to raise a concern
You can go to an independent body at any time. Workers who speak up in good faith are protected.
See your optionsNeed it read aloud, in Easy Read, or in another language?
The feedback form can read itself to you, change its text size, and take your words by voice. For an interpreter, an Easy Read copy or a printed pack, call us and we will arrange it — there is no charge for any of it.
Process and Easy Read
How we handle feedback and complaints, step by step — as a one-page timeline, in Easy Read with pictures, and in full. Ask us any time for a printed copy or help reading them.
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The seven steps a complaint moves through, on one page: received, recorded, categorised, resolved, followed up, reviewed, and monitored over time.
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The same process in Easy English, with pictures: why we want your feedback, what happens when you complain, how to make one, and how to stay anonymous.
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The full policy: how we collect, use, share and secure personal information, what happens after a data breach, and how to raise a privacy concern.
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What we know about you, why we keep it, how we use it, how we keep it safe, and what happens if someone sees it without your consent. Readable on the site as well as downloadable.
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Where we do and do not use AI, what never goes into an AI tool, and the rule that a person always makes the decision. Summarised on the site as well as downloadable.
- Feedback Management Policy
The full policy behind the process described on this page, including how feedback is recorded, reviewed and used to improve services.
- Incident Management Policy
How incidents are identified, recorded, investigated and reported, including reportable incidents and participant involvement.
- Easy Read — When something goes wrong
A picture-based guide to what happens after an incident.
Documents marked “being finalised” are with our quality team for approval and will be published here. In the meantime, call 1300 066 822 and we will send you what you need.
Independent bodies you can contact
You never have to come to us first, and you do not need our permission. These organisations are independent of MMT Care, and several of them accept anonymous reports.
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 websiteDisability 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 websiteAgeing 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 websiteDepartment 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 websiteIn an emergency, or if someone is in immediate danger, call 000.
Guides and other reading
NDIS guides
Plain-English explainers on SIL, funding, plan reviews and getting started.
Blog
Articles for participants, families and support coordinators.
Check a provider’s registration
How to confirm any NDIS provider is registered — including us.
Understanding the NDIS
What the scheme covers and how supports are funded.
For support coordinators
Referral process, response times and what we need from you.
Work with us
Open roles across NSW, QLD and VIC, and what it is like to work here.