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Feedback, Compliments & Complaints Statement

JP Plan Management (JPPM) welcomes compliments, feedback and complaints. They help us improve our service. We aim to resolve concerns quickly, fairly and respectfully, in line with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.

Making a complaint will never affect your service or payments.

Our commitments to you

  • No adverse consequences — giving feedback or making a complaint will never affect your service, whether you come to us or go to the NDIS Commission.
  • 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 will not reveal the identity of anyone who makes a protected disclosure, except where the law allows.
  • We learn from it — every compliment, piece of feedback and complaint is recorded and reviewed to improve our service.

How to give feedback or make a complaint

  • Online: fill in the Feedback web form on our Contact Us page
  • Phone or text: 0401 034 538 (9am – 4pm, Monday to Friday)
  • Email: contact@jppm.com.au
  • Post: JP Plan Management Pty Ltd, P O Box 5433, Cranbourne Vic 3977
  • Feedback form: download our two-page form below, or ask us to email or post you a copy
  • Anonymously: write to our P O Box without signing your letter, or call and tell us you want to stay anonymous — we will not ask your name

What happens next

  1. We listen, thank you, and record your feedback in our Feedback & Complaints Register.
  2. Our Manager contacts you within 1 business day to confirm we have it (if you gave us your details).
  3. We look into what happened, usually within 10 business days. If anyone is at risk, we act immediately.
  4. We aim to resolve complaints within 21 business days and tell you the outcome and what we will do.
  5. If you are not happy with the outcome, our Director will review it. You can also contact the NDIS Commission.

We will keep you informed at every stage. If something will take longer, we will tell you why.

You can also go to the NDIS Commission — at any time

You can contact the NDIS Quality and Safeguards Commission first, instead of us, or at any time.

Help to give feedback

  • 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

Our full policy

You can ask for a copy of our full Feedback, Compliments & Complaints Policy at any time by calling 0401 034 538 or emailing contact@jppm.com.au. We can provide it in Easy Read or another format, and help you understand it.

If someone is in immediate danger, call 000. To report abuse or neglect of a person with disability, call the National Disability Abuse and Neglect Hotline on 1800 880 052.