Compliments, complaints & feedback


We are committed to providing high quality services to people with multiple sclerosis and other progressive neurological conditions and to their families and carers.

Feedback form


We will always attempt to provide the best and most relevant support possible. If at any time you:

  • want to compliment our service
  • are concerned about the support we have provided
  • or have suggestions for improvement

we encourage you to provide feedback.


We use all feedback, compliments and complaints to improve our support and services.


Compliments, complaints and feedback can be made in several ways:

 Online form  See above
 Telephone  Call MS Connect (Freecall 1800 042 138)
 Email  feedback@ms.org.au
 Mail  The Nerve Centre, 54 Railway Road, Blackburn Victoria 3130
 In person  Directly to any of our MS team members


You may seek support from family, a friend or an independent advocate to assist you in making a complaint.
 
Use of an interpreter is also recommended if necessary.
 
MS endeavours to resolve a complaint within 10 business days and will allocate a senior manager to liaise with you and complete an investigation where necessary.
 
If you are not satisfied with the way a complaint has been handled by the MS team you have the right to escalate to the relevant external party:
 
NDIS
For NDIS Participants – if you want to make a complaint about a provider:
NDIS Quality and Safeguards Commission
PO Box 210, Penrith NSW 2750
See ‘Make a Complaint’ section on the website
T 1300 035 544   E contactcentre@ndiscommission.gov.au   Web: www.ndiscommission.gov.au

ACT
ACT Quality, Complaints and Regulation – Human Services Registrar
Quality@act.gov.au
OR
ACT Human Rights Commission Office
Level 2, 11 Moore Street, Canberra City
T 02 6205 2222   E human.rights@act.gov.au   Web: http://hrc.act.gov.au
 
NSW
NSW Ombudsman
Level 24, 580 George Street, Sydney NSW 2000
T 1800 451 524   E nswombo@ombo.nsw.gov.au   Web: www.ombo.nsw.gov.au

TAS
Tasmanian Ombudsman
99 Bathurst St
Hobart TAS 7000
T 1800 001 170   E ombudsman@tas.gov.au   Web: www.ombudsman.tas.gov.au
 
VIC
Disability Services Commissioner
Level 30, 570 Bourke Street
Melbourne 3000
T 1800 677 342   E complaints@odsc.vic.gov.au   Web: www.odsc.vic.gov.au
DSC Article: Do I contact NDIS or DSC with my complaint?

Complaints Resolution Referral Service
(for users of Disability Employment Services)
T 1800 880 052   W https://www.jobaccess.gov.au/complaints


Other Languages:

Disability Services Commissioner
Make a Complaint in Other Languageshttps://www.odsc.vic.gov.au/making-a-complaint/other-languages/ 

This section is currently under review. More resources will be added as they become available.

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