Complaints Policy Statement

How to make a complaint at Paylos

Complaints Policy Statement 

At Paylos we welcome your feedback about our services – both compliments and complaints. We take all complaints seriously and your feedback helps us improve our services. 

Who can make a complaint?  

Paylos can receive complaints from a range of people, including: 

It is your right to make a complaint.  

What can I complaint about? 

Your complaint can relate to any aspect of Paylos’s services, including: 

If you have a concern or query about Paylos, we encourage you to speak directly to your Paylos support team to see if your concern or query can be addressed. This may be the simplest way of dealing with the matter. 

How can I make a complaint

When making a complaint, it is helpful to us if you can be as specific as possible about what it is that you are unhappy about, and how you would like the complaint resolved.  

Our staff can assist you with making a complaint. They can also connect you to advocacy and support services to assist you. 

If you wish to make a complaint, then you can do this by: 

How does Paylos respond to complaints? 

Paylos takes all complaints seriously. Your complaint will be treated as strictly private and confidential.  

Once you make a complaint, we will be in touch to let you know when you can expect a response from us. 

In most cases we will arrange a meeting to hear your story. We welcome the involvement of advocates and people assisting you. 

Paylos will not treat you differently simply because you make a complaint. 

Once we have finished looking into the matter, we will come back to you with a response. 

Where else can I access information and make a complaint?  

At any time before, during or after you have made a complaint to us, you can refer the matter to the NDIS Quality & Safeguarding Commissioner by phone 1800 035544 or online at This includes if you are simply seeking information, support and advice or when you are unhappy with the way we have handled your complaint.  


You may be able to lodge a complaint with the Ombudsman in your state. The Ombudsman’s office will determine if it has the power to investigate your complaint.


National Disability Insurance Scheme 2013 (Cth)

Child Wellbeing and Safety Act 2005 (Vic)

Privacy Act 1988 (Cth)

Charter of Rights and Responsibilities Act 2006 (Vic) 

Standards and regulation

Child Information Sharing Scheme 2017

Australian Privacy Principles 

NDIS Complaints Management and Resolution Rules 2018  

NDIS Core Practice Standards: Standard 2. Governance and Operational Management 

Changes to this statement

Paylos reserves the right to review, amend and/or update this Complaints Policy Statement from time to time.

Additional points

Additional information can be found in the Paylos Complaints Management and Resolution Policy and Procedure at consumers request.