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Feedback, Compliments, Complaints & Concerns

JP Plan Management (JPPM) welcomes compliments, feedback and complaints, and we want to hear about anything that worries you. Your feedback helps us improve. We deal with complaints fairly, quickly and respectfully, in line with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.

Is someone in danger right now? Call 000

Making a complaint or raising a concern will never affect your service or payments.

Our commitments to you

  • You won’t get into trouble – giving feedback, making a complaint or raising a concern will never affect your service.
  • Anyone can tell us – participants, nominees, families, carers, advocates, support coordinators, providers and members of the public.
  • You can stay anonymous – you do not have to give your name.
  • Support is available – a family member, friend, advocate, interpreter or support coordinator can help you or speak for you.
  • Your privacy is protected – we keep your information confidential and only share it with people who need it to sort out your feedback, or where the law requires.
  • We learn from it – feedback is reviewed so we can learn from it and make changes to improve our service to you
  • We take action – every complaint and concern is recorded and reviewed and action taken

How to tell us

  • Online: use the Feedback, Complaints & Concerns form on our Contact Us page. You will get a reference number.
  • Phone or text: 0401 034 538 (9am – 4pm, Monday to Friday)
  • Email: contact@staging.jppm.com.au
  • Post: JP Plan Management Pty Ltd, PO Box 5433, Cranbourne VIC 3977
  • Form: download our form below, or ask us to email or post you a copy
  • Anonymously: leave your name off the website form, post us an unsigned letter, or call and tell us you want to stay anonymous

Worried someone is being harmed, neglected or financially taken advantage of? Choose “Report a concern” on our website form, or call us. You don’t need to know what to call it – just tell us.

What happens next

  1. A JPPM representative records what you told us.
  2. If you gave us your contact details, we contact you within 1 business day.
  3. If someone may be at risk of harm, abuse, neglect or fraud, we act straight away.
  4. We look into it fairly and give you an outcome, with reasons, within 30 days. We keep you updated, and if something will take longer we tell you why.
  5. If you are not happy with the outcome, tell us and we will look at it again. You can also contact the NDIS Commission at any time.

Other places that can help

  • NDIS Quality and Safeguards Commission: 1800 035 544 (free call from landlines), TTY 133 677 – make a complaint. You can go to the Commission first or at any time.
  • Abuse or neglect of a person with disability: National Disability Abuse and Neglect Hotline 1800 880 052
  • Suspected NDIS fraud: NDIS Fraud Reporting and Scams Helpline 1800 650 717 – report fraud online
  • Your NDIS plan or funding (NDIA): 1800 800 110
  • How the NDIA or NDIS Commission handled a complaint: Commonwealth Ombudsman 1300 362 072 – gov.au
  • Privacy: Office of the Australian Information Commissioner 1300 363 992 – gov.au

Help to tell us

  • Interpreter: TIS National 131 450 – ask them to call JPPM on 0401 034 538
  • Help to hear or speak: National Relay Service – TTY 133 677 or Voice Relay 1300 555 727, then ask for 0401 034 538
  • Free, independent advocate: Disability Gateway 1800 643 787 or the Ask Izzy Disability Advocacy Finder
  • Easy Read: see our Easy Read guide in Downloads below

Downloads

Need a more accessible copy or another format, or help to understand it?

Call 0401 034 538 or email contact@staging.jppm.com.au to let us know