Feedback and complaints | Novita

Feedback and complaints

Novita values your feedback and welcomes compliments, complaints and suggestions to help us improve our products and services. We are committed to delivering high-quality services that aim for the inclusion of all people.

You can provide feedback to Novita about any aspect of our business or the products and services we provide.

We will respond to your feedback as soon as possible (within one working day for complaints and within two working days for other matters) and keep you up to date on any actions we are taking as a result of your feedback.

Feedback can be provided in a number of ways:

  • in person at any of our offices or during a home, school or workplace visit
  • by phone on 1300 668 482
  • by email
  • via the form below
  • via social media Facebook or Twitter
  • in writing to the Manager, Customer Experience, Novita, PO Box 2438, Regency Park South Australia 5010

If you need assistance in making a complaint, we are able to help you and can organise an interpreter if you need one. You may also seek support from family, a friend or an independent advocate in making a complaint.

If you would like more information about independent advocates the link below provides a comprehensive list of agencies and organisations that can assist you:

Advocacy organisations in South Australia – Advocacy for Disability Access and Inclusion Inc.

Depending on the nature of your feedback, the matter may be resolved immediately. If we need to make further enquiries, or your feedback relates to a more complex matter, it may take longer to resolve.

Novita uses and discloses personal information for the purpose for which it was collected. Please refer to Novita’s Privacy Policy for details.  We will maintain the confidentiality of your enquiry and only involve relevant Novita staff as required to resolve any issues.

Novita’s Whistleblower policy contains information about our commitment to ensuring corporate compliance and promoting an ethical corporate culture where people feel safe and are encouraged to speak up when they see activity or behavior that they feel is wrong or does not match our values.

Complaints received anonymously will be accepted and investigated as far as possible.

If you are not comfortable with providing feedback directly to us or are unhappy with the outcome of our process you can contact the NDIS Quality and Safeguards Commission by calling 1800 035 544, visiting one of their offices in person or by visiting for further information.