Our commitment

Support Match is committed to providing safe, respectful, and high-quality matching services in line with the NDIS Practice Standards and the NDIS Code of Conduct. If you have a concern, compliment, or complaint about our service, our workers, or how you've been treated, please tell us. Your feedback helps us improve, and you will not be disadvantaged for raising concerns.

How to provide feedback or make a complaint

Choose whichever option feels easiest:

Phone: 1300 543 123 (Mon to Fri, 8am-6pm AEST)
Email: admin@supportmatch.com.au
Online form: use our contact page form with subject "Complaint"
Post: Complaints Officer, Support Match, Level 1/457-459 Elizabeth Street, Surry Hills NSW 2010

You can complain anonymously

If you would prefer not to share your identity, you can still raise a concern with us. We'll investigate anonymous complaints to the extent we can, though we may not be able to provide you with a direct response.

Support to make a complaint

If you need help making a complaint, you can ask a family member, friend, advocate, or support coordinator to assist you. You can also contact a free independent NDIS advocate through the Disability Advocacy Finder.

What happens after you contact us

Within 2 business days

Acknowledgement

We confirm we've received your complaint and provide a reference number, along with the name of the staff member handling it.

Within 7 business days

Initial response

We contact you to discuss the concern in more detail and agree on how it will be handled.

Up to 28 days

Investigation & resolution

We investigate thoroughly, gather the facts, consult relevant parties, and propose a resolution. If more time is needed, we keep you updated every 7 days.

On resolution

Outcome & follow-up

We explain what we found, what we're doing about it, and ask if you're satisfied with the outcome. Nothing closes without your acknowledgement.

If you're not satisfied

If you're not happy with how we've handled your complaint, you have the right to escalate to the NDIS Quality and Safeguards Commission, which is the independent body regulating NDIS providers.

NDIS Quality and Safeguards Commission

Phone: 1800 035 544 (free call from landlines)
TTY: 133 677
Interpreters: 131 450
Online: ndiscommission.gov.au/participants/complaints

Advocacy services

You can also get support from an independent disability advocate at any time during the complaints process. Contact the National Disability Advocacy Program to find a local advocate.

Improvements

We review every complaint and feedback item at our monthly operations meeting. Themes and trends are used to improve our process, training, and documentation. You can request a summary of what changed as a result of your feedback.