Welcome Pack

How to make a complaint

You have a right to make a complaint to Outlook in person, on our website www.outlookvic.org.au, by emailing feedback@outlookvic.org.au or by phone on 0429 170 0108 if you feel:

  • Unsafe
  • Disrespected
  • Your service is poor quality
  • Outlook has not handled your complaint well.

Anyone has the right to complain for you:

  • Family
  • Friends
  • Carer
  • Guardian
  • Advocate.

If you need an interpreter to help with making a complaint, Outlook can arrange this for you.

What happens when I make a complaint to Outlook?

We will:

  • Acknowledge your complaint within 24 hours.
  • Listen to you and investigate your complaint.
  • Advise you of your right to complain to the NDIS Commissioner by
    phoning 1800 03 54 44.
  • Comply with incident reporting processes if your complaint involves allegations of harm.
  • Aim to resolve your complaint as promptly as possible.
  • Take action to resolve your complaint.
  • Keep you informed on progress.
  • Provide you with a summary of the outcome.
  • Advise you when the complaint is resolved and that it is being closed.

If you are not happy with the way Outlook handles your complaint,
you have a right to complain to us and the NDIS Commissioner by
phoning 1800 03 54 44.

Complaint information is available in languages other than English by visiting the NDIS Commission website:


  • العربية / Arabic
  • 简体中文 / Chinese - Simplified
  • 繁體中文 / Chinese - Traditional
  • Tagalog / Filipino
  • Français / French
  • Ελληνικά / Greek
  • हिंदी / Hindi
  • Italiano / Italian
  • македонски / Macedonian
  • Samoa / Samoan
  • Tiếng Việt / Vietnamese.

Download this information as a PDF here

List of Advocates

You have a right to access an advocate to help you:

  • Make informed choices.

  • Deal with allegations of violence, abuse, neglect, exploitation or discrimination.

  • Make a complaint to us or give us feedback

  • Make a complaint to the NDIS Commissioner if you are not happy with the way we have handled your complaint.

  • If there is an incident that is reportable to the NDIS Commissioner.

A list of advocates is below.


VALID (Victorian Advocacy League for Individuals with Disability)

Tel: 9416 4003

Email: office@valid.org.au

NDIS Hotline:
1800 655 570

Provides advocacy support for adults with an intellectual disability across Victoria

Disability Services Commissioner

Tel: 1800 677 342

TTY: 1300 726 563

Email: complaints@odsc.vic.gov.au

TAC and DHHS funded

Disability Resources Centre

Tel: 9671 3000

Dandenong office: 9791 4870

Email: advocacy@drc.org.au

Information individual advocacy and support for adults with disabilities in Melbourne area

Youth Disability Advocacy Services

Tel: 0437 088 384

Email: ydas@yacvic.org.au

Individual advocacy & support for young adults with disabilities

Disability Justice Advocacy (DJA)

Tel: 9474 0077

Free call: 1800 808 126

Email: info@justadvocacy.com


Provides advocacy for people with higher support needs

(Action on Disability in Ethnic Communities)

Toll Free: 1800 626 078

Dandenong office: 9791 8344

Email: info@adec.org.au

Information, referral, advocacy for ethnic families/groups, Bi-lingual Ethnic Disability Workers

Women with Disabilities Victoria (WDV

Tel: 9286 7800

Email: wdv@wdv.org.au


Systemic advocacy on behalf of women with disabilities

Office of the Public Advocate (OPA)

Tel: 1300 309 337

TTY: 1300 305 612

Email: publicadvocate@justice.vic.gov.au


Advice, assistance and advocacy re. complaints on behalf of people who have an intellectual or psychiatric disability; dementia or an acquired brain injury

Communication Rights Australia (CAUS)

Tel: 9555 8552

Toll Free: 1300 666 604

Email: info@caus.com.au


For speech or communication difficulties

Consumer Affairs Victoria (CVA)

Helpline 1300 558 181

Koori Helpline 1300 661 511

Email: consumer@justice.vic.gov.au


Complaints about purchases, refunds, contracts, scams, door to door sales

You can download a PDF of this document here

How we manage incidents

  • Outlook has a system for managing NDIS customer incidents. We respond to your immediate needs and contain the risk if we are able to do so safely.
  • We support and assist you through and after the incident. This may involve linking you with specialist support and an advocate (if required).
  • We involve you in resolving the incident if appropriate to do so.
  • If the incident is serious, is an allegation of abuse or misconduct, or involves the use of an unauthorised restrictive practice (changing your behaviour through medication, restraint or seclusion), we must report this to the NDIS Commissioner.
  • The details of all incidents and near misses are recorded and reported to management in a way that protects your privacy. This information helps us to track risks, and plan better and safer ways of working with you.
  • Incidents are examined, reviewed and may be investigated. We track and record corrective actions and make sure you are kept informed on progress and outcomes.

If you have any concerns or wish to discuss this further phone: 0429 170 0108

You can download a PDF of this document here

Welcome pack contents

Welcome to Outlook.

Your Welcome Pack is important.

Your Welcome Pack contains:

  • Consent forms for
    • Privacy (including authority for NDIS Auditors to check the quality of information we keep about you)
    • Release of information.
  • Rights & Responsibilities
  • A list of advocates
  • How to make a complaint to Outlook and the NDIS Commission
  • How we manage incidents
  • Details of our services and supports (to be supplied at service commencement)
  • Your Service Agreement (to be supplied at service commencement)
  • A customer feedback form (to be supplied at service commencement)

You can download a PDF of this document here

Privacy Statement and Consent Form

Privacy Statement

Outlook will:

  • Collect, use, store, disclose, transfer and transport your personal and health information in line with the Privacy and Data Protection Act 2014 (Vic), the Health Records Act 2001 (Vic) and the Privacy Act 1988 (Commonwealth).
  • Take all reasonable steps to protect your information from loss, unauthorised access, and misuse.
  • Not use your personal information for any other purpose without your consent (unless required by law).
  • Not disclose your personal information to others without your consent (signed Release of Information Form required).
  • Not ask you for information that is not relevant to your service.
  • Make sure any data we use for reporting, research and quality improvement, is deidentified.

Outlook may be required to disclose information about you to the NDIS Commission or its delegates for the purpose of:

  • Resolving reportable incidents and complaints
  • Fulfilling the requirements of quality audits.

You have a right to request access to your personal information and to ask for factual changes to your information if it is incorrect.

You can download a PDF of this document here

Rights and Responsiblities

Your Rights as an NDIS Customer

Outlook is a registered NDIS provider. This means that we are approved to deliver NDIS supports and services to you.

As a valued and respected customer of Outlook, you have the right to:

  • Privacy and confidentiality (where permitted by law).

  • Dignity and respect.

  • Choice and control.

  • Express your culture, values and beliefs.

  • Freedom from abuse, violence, neglect, exploitation and discrimination.

  • Make a complaint and have it responded to promptly, and be kept updated on progress and outcomes.

  • Complain to the NDIS Commission.

  • Be informed about progress and outcomes relating to incidents that involve you.

  • Receive information in a format that is accessible and has meaning for you.

  • Request access to your information as permitted by the Health Records Act 2001.

  • Withdraw your consent to share information about you (although we may at times have to do this by law).

How Outlook Protects your Rights

All Outlook Board members, and NDIS managers and employees go through strict safety screening processes including:

  • Disability Worker Exclusion Scheme

  • Working With Children Check

  • Police Check.

Our people also complete mandatory training through the NDIS Commission and sign our NDIS Code of Conduct, which details our responsibility to take all reasonable steps to:

  • Respect the privacy of people with disability.

  • Act with respect for individual rights to freedom of expression, self-determination and decision-making in accordance with laws and conventions.

  • Act with integrity, honesty and transparency.

  • Provide supports and services in a safe and competent manner, with care and skill.

  • Respond quickly to matters that impact the quality and safety of supports and services.

  • Prevent and respond to all forms of violence, exploitation, neglect, abuse and sexual misconduct against people with disability.

You can ask us for a copy of the Outlook NDIS Code of Conduct so that you know what to expect from our workers.

Our current contact number for NDIS services is: 0429 170 0108.

You can download a PDF of this document here

Release of Information Consent

Click here for print version of this form

What we will do with this form

Outlook takes great care in managing personal and sensitive information in accordance with the Privacy and Data Protection Act 2014 (Vic), the Health Records Act 2001 (Vic) and the Privacy Act 1988 (Commonwealth).

If your Outlook worker has asked you to sign this consent form to release information, it is because it will help to provide a more efficient and responsive service. You have the right to withdraw consent at any time.

Your worker will:

  1. Ask you for permission to share information about you with the services and practitioners listed (this includes consent to collaborate in delivering positive behaviour supports).

  2. Complete this form with you and ask you to sign it.

  3. Make sure there is a clear purpose listed against each service and practitioner.

  4. Make sure information is exchanged securely to protect your identity and privacy. Information that is emailed to a service or practitioner will not include your name in the subject line.

  5. Place a copy of this signed form on your file and case note that you have signed it.

  6. Not share information about you with the services and practitioners you have listed in the ‘I do not consent’ list unless required by law.

  7. Cease sharing information if you withdraw consent. To do this please advise your worker.

You can download a PDF of this document here

Click on the following items to read the contents of our welcome pack. Every section provides you with a link to download a PDF version of the relevant section.