Feedback & Complaints

    HyreCoordination

    Miracle Ability Pty Ltd trading as Hyre Coordination (“Hyre Coordination”, “we”, “us”, or “our”)

    NDIS Registration No. 4050142775

    Level 19, 180 Lonsdale Street, Melbourne VIC 3000

    Last updated: 7 October 2026

    1. Our Commitment to Continuous Improvement

    At Hyre Coordination, we are dedicated to providing high-quality Support Coordination and Psychosocial Recovery Coaching services. We see feedback, both positive and negative, as a vital opportunity to learn, improve, and make sure our participants feel heard, respected, and supported.

    You have the right to express your views, make a complaint, or suggest improvements without fear of negative impacts on your services or supports.

    Complaints are managed by the Director, Hyre Coordination.

    2. We Want to Hear From You

    Whether you want to:

    • Compliment a support coordinator or recovery coach who has gone above and beyond,
    • Suggest an improvement to how we deliver our services, or
    • Raise a concern or complaint about an aspect of your service,

    we encourage you to reach out to us using any of the channels below.

    3. How to Provide Feedback or Make a Complaint

    You, your family member, carer, advocate, or representative can submit feedback or raise a complaint through the following channels:

    • Direct phone support: Call us on 1300 584 877 to speak with our team.
    • Email: Send your feedback or the details of your complaint to info@hyrecoordination.com.au.
    • Online form: Complete the feedback and complaints form at the bottom of this page.
    • In person or by mail: You can arrange to speak with us or send correspondence to Level 19, 180 Lonsdale Street, Melbourne VIC 3000.

    Interpreter and Easy Read support is available on request.

    4. What Happens When You Make a Complaint?

    We take all complaints seriously and handle them in a fair, transparent, and prompt way.

    You can make a complaint anonymously, and you can have a family member, friend or advocate make it for you.

    • Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
    • Review and investigation: A senior team member will review your concern, listen to all perspectives, and investigate the matter fairly and confidentially.
    • Resolution proposal: We will work with you to find a practical, fair, and timely resolution. We aim to resolve standard complaints within 21 days, and we will keep you informed of our progress throughout.
    • Action and learning: If our review identifies areas where our service can improve, we will take corrective action to prevent it happening again.

    5. External Escalation and Advocacy

    If you are not satisfied with how Hyre Coordination handles your complaint, or you prefer to raise the issue with an independent body, you can contact the following organisations at any time. We will help you contact an advocate or the Commission if you want us to.

    NDIS Quality and Safeguards Commission

    The NDIS Commission oversees the safety and quality of NDIS supports and services.

    • Phone: 1800 035 544 (free call from landlines)
    • Interpreters: 131 450
    • National Relay Service: 133 677, then ask for 1800 035 544
    • Website: ndiscommission.gov.au

    National Disability Advocacy Program (NDAP)

    If you need an independent advocate to help you with your complaint:

    6. Online Feedback and Complaints Form

     

    Complaint Form
    • Personal Information
    • About Your Message
    • Complaint Details
    • Resolution & Support

    1. Personal Information