If you have a question about the transfer of disability support services to the non-government sector, you can contact the Department of Family and Community Services (FACS) by:
- phoning our transfer support team on 1800 379 284, Monday to Friday during business hours
- emailing ServiceDeliveryTransfer@facs.nsw.gov.au.
If you would like to discuss how the transfer process might affect your individual circumstances, please contact Transfer Connect. This service is available for people who live in FACS-operated group homes in NSW and provides an avenue to raise questions or concerns about your own situation. It is a free service, operated by Mission Australia on behalf of FACS. More information about Transfer Connect is available in the Transfer Connect brochure. You can contact Transfer Connect by:
- calling 1800 870 789 or
- emailing email@example.com
Lodging a concern or complaint
If you have a concern about your service, you can raise your concern directly with the provider of your services. Before services transfer, you can contact FACS on the details above. After the transfer, you can contact your new service provider. An independent Commonwealth body is also being established to oversee the delivery of quality supports and services under the National Disability Insurance Scheme (NDIS), including associated complaints. The Commission will implement the NDIS Quality and Safeguarding Framework which was released by the Council of Australian Governments Disability Reform Council in February 2017. The Framework sets out a national system to support NDIS participants, carers and providers. It is expected that the Commission will be established in early 2018, with NSW operations commencing from July 2018. Until this time, existing safeguards such as the NSW Ombudsman remain in place. More information can be found on the Ombudsman’s website. The DSS website has more information about the NDIS Quality and Safeguarding Commission.