GET IN TOUCH

Our compassionate and professional staff are ready to help you and your family navigate this journey.

No matter what stage you’re at in your journey, we’re here to answer any questions you may have, including how the planning process works and how we can assist you with getting the most out of your plan so you can take care of life.

PHONE

1300 002 221

We are available to receive and return your calls during business hours 9am-5pm Monday – Friday (AEST)

Accessibility phone numbers: TTY/voice calls – 133 677 | Speak & Listen – 1300 555 727 | SMS relay – 0423 677 767

EMAIL

Enquiries: [email protected]

Invoices:  [email protected]

If you wish to visit us at any of our locations, it is essential that you make an appointment with us.

Level 1, 37 Dalmore Drive
Scoresby Victoria 3179

Please enter the building and take the lift to Level 1, you will see our reception area where we will greet you.

There is parking directly outside our building and a dedicated disability parking area with ramp access.

Level 5, 12 Clarke Street
Sunshine Victoria 3020

Please make your way to the lift well between VicRoads and the Cafe, use the lift to come to Level 5 and reception will greet you.

We welcome all types of feedback about your experiences with Instacare.

• Compliments: These are things that you think we’re doing well or may be recognition of a person you work with. By telling us what you like, we can aim to continue to do these things and provide feedback to staff.
• Suggestions: Your ideas on how we can improve things or do things better can help us to improve our services and ensure they meet your needs and wants.
• Complaints: We want to know when you’re not happy about an experience you’ve had with Instacare. A complaint can be about a person, a service or something you have experienced. We will respond to any complaints received within two working days.

If you are not satisfied or do not want to talk to Instacare about your complaint, please the NDIS Quality and Safeguards Commission

You may get support from family, a friend or an independent advocate to support you in making a complaint to the NDIS Commission.

• Phoning: 1800 035 544 (free call from landlines) or TTY 133 677.
• If you speak a language other than English, you can contact the NDIS Commission through the Translating and Interpreter Service (TIS) on 131450
• National Relay Service and ask for 1800 035 544
• Completing a complaint contact form which can be downloaded using this link: https://www.ndiscommission.gov.au/participants/complaints