Receipt, investigation, and resolution of complaints — with clear timeframes, external escalation rights, and anti-retaliation protection.
A complaint is not a failure — it is information. CONVI treats complaints and feedback as a direct line of sight into how well services are working. No person will be disadvantaged or penalised for making a complaint in good faith.
| Document reference | POL-03 |
| Version | v1.0 |
| Status | Current — Authoritative |
| Applies to | All participants, representatives, workers, and CONVI management |
| Review cycle | Annual |
| Next review | May 2027 |
Any of the following may raise a complaint with CONVI:
Complaints may concern any aspect of CONVI's service delivery, including:
Complaints may be made through any of the following channels:
Anonymous complaints are accepted. CONVI will investigate where sufficient information is provided, noting that resolution and follow-up may be limited where the complainant cannot be contacted.
If a participant needs assistance to make a complaint (for example, due to communication needs), CONVI will support them to do so — including engaging a support person, interpreter, or advocate of their choosing.
CONVI will acknowledge every complaint within 2 business days of receipt. Acknowledgement will confirm receipt, name the person managing the complaint, outline the expected timeframe for resolution, and advise of the right to external escalation at any stage.
| Complaint type | Target resolution |
|---|---|
| Straightforward / clear complaint | Within 10 business days |
| Complex or disputed complaint | Within 30 calendar days |
| Serious safety-related complaint | Immediate escalation + priority response |
CONVI will conduct a fair, impartial, and thorough investigation. The Director is responsible for complaints investigation unless they are directly implicated, in which case an independent reviewer will be appointed. Investigation involves reviewing all relevant records and evidence, speaking with the complainant and relevant staff, and assessing whether service delivery met CONVI's standards and the NDIS Code of Conduct.
At the conclusion of investigation, CONVI will provide the complainant with a clear explanation of findings, what action CONVI has taken or will take, any changes made to services or processes, and information about how to seek external review if they are not satisfied.
At any stage, a complainant may escalate their concern externally. Making a complaint directly with CONVI is not a precondition of external escalation.
Phone: 1800 035 544 · Web: ndiscommission.gov.au
Role: Complaints about registered and unregistered NDIS providers
Phone: 1800 880 052
Role: Reports of abuse, neglect, or exploitation of people with disability
Phone: 1800 677 342 · Web: www.odsc.vic.gov.au
Role: Complaints about disability service providers in Victoria
Web: www.oaic.gov.au
Where a complaint involves an allegation of abuse, neglect, financial exploitation, or a restriction on a participant's rights, CONVI will treat the matter as a potential NDIS reportable incident and apply the Incident Management Policy (POL-04) in addition to this policy. Allegations of this nature will be escalated to the NDIS Commission and/or relevant authorities as required by law.
Every resolved complaint is reviewed to identify whether it signals a systemic issue. Complaints trends are reviewed annually as part of the policy review cycle and inform the continuous improvement register.
POL-03 | v1.0 | May 2026 | Convi Pty Ltd (ACN 677 127 703) as Trustee for Attard Family Australia Trust | ABN 60 342 025 267