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When you have a complaint

MIFWA is committed to providing high-quality support and services, but sometimes we may get it wrong. If have not met your expectations or the commitment we made to you, you can let us know where we have made a mistake by making a complaint.

MIFWA takes all complaints very seriously and welcomes them as an opportunity to improve the services we provide.

You can submit a complaint by talking with us, placing your complaint in a suggestion box at MIFWA head office or Lorikeet Centre, or by using the feedback form below or completing a complaint submission form.

Making a complaint about NDIS services and supports

If you have a concern about your current NDIS supports or services, it is important that you talk about it. Complaints are important—they can help providers understand what is important to people with disability and improve the quality of services they provide, so your complaint can help other people too.

If you feel comfortable, you are encouraged to raise your concern or complaint with us first, as this is often the best way to have your issue resolved quickly. If you find we are unable to resolve your concern or complaint, then you should seek further support from the NDIS Quality and Safeguards Commission by:

Making a complaint via HaDSCO

The Health and Disability Services Complaints Office (HaDSCO) deals with complaints about health, disability and mental health services in Western Australia and the Indian Ocean Territories. . Usually talking to us directly will resolve your complaint. If it does not, you can raise a complaint with HaDSCO.

You can make a complaint direct to (HaDSCO) by:

If you require assistance in making your complaint, here are some useful contacts:

Advocacy: How to find an advocate to assist you

MIFWA can support you to access an independent advocate organisation to assist in exercising choice and control and to have your voice heard in matters that affect you. If you have any questions about advocacy, please speak to your support worker or contact MIFWA head office on 9237 8900 or info@mifwa.org.au

Download the flyer on Advocacy for the People We Support

Complaints information for MIFWA consumers

Our Complaints Info for MIFWA Consumers brochure informs you of how you can make a complaint, and what to expect when you make a complaint.

MIFWA’s Complaints Handling Policy

View our full Complaints Handling Policy here.

MIFWA’s Whistleblower Policy

The Corporations Act 2001 requires MIFWA to have a Whistleblower Policy that details the procedure for whistleblowers to make a report, how MIFWA manages whistleblower reports and how we protect whistleblowers from retaliatory action of any kind (such as dismissal, demotion, harassment, discrimination, victimisation and bias) and threats of any kind.

As part of our commitment to protect whistleblowers, we use the EAP Assist Whistleblowing Service, an external service that provides MIFWA with a safe and secure way to receive, manage and investigate whistleblower reports while ensuring the identity and rights of the whistleblowers are protected.

Read more at https://eapassist.com.au/whistleblower-program/ which also contains a form for making an anonymous report.

Please use the form below to submit your compliments, suggestions or complaints directly to MIFWA.

Feedback Form

Compliments, Suggestions or Complaints