How to Make a Complaint About an NDIS Provider

How to Make a Complaint About an NDIS Provider

Your Voice Matters: How to Lodge an NDIS Complaint Effectively

Understanding Your Rights and Options

If you are unhappy with the services provided under the National Disability Insurance Scheme (NDIS), you have the right to speak up and make a complaint. Knowing how to do this effectively can help improve the quality of services for yourself and others. In this guide, we’ll explain how to make a complaint about an NDIS provider, why each option exists, and what you can expect from the process.

Step 1: Talk to Your Provider Directly

Why?

Many issues can be resolved quickly by speaking directly to the provider. They are required to have a complaints management system to help address concerns.

How to Do It:

• Explain your concerns clearly and calmly.

• Keep records of conversations, emails, or messages.

• Let them know what outcome you are hoping for.

Expected Outcome: The provider listens to your concerns, takes action, and makes necessary improvements.

What If You Feel Anxious or Worried About Speaking Up?

• Write down your concerns before speaking to the provider to feel more prepared.

• Bring a support person with you (family, friend, or advocate) to help communicate your concerns.

• Use email or written communication if speaking in person or over the phone feels overwhelming.

  
  

Step 2: Seek Support Before Escalating

Why?

If you are unsure about speaking to the provider or need extra support, you can seek help from a Support Coordinator, Plan Manager, or Advocate. They can guide you through the process and help you communicate your concerns effectively.

How to Do It:

• Support Coordinators: If you have a support coordinator, they can assist you in making a complaint and liaising with the provider.

• Plan Managers: If you are plan-managed, your plan manager may be able to offer guidance and support in addressing your concerns.

• Advocates: Use the Disability Advocacy Finder to locate an advocacy service near you.

• Local Area Coordinators (LACs): LACs can provide information and guidance on the complaint process.

Expected Outcome: These support services help you understand your rights, provide guidance, and assist in resolving the issue before it escalates further.

Step 3: Contact the NDIS Quality and Safeguards Commission

Why?

If talking to the provider doesn’t resolve the issue, or if you don’t feel comfortable doing so, you can lodge a complaint with the NDIS Quality and Safeguards Commission. This independent body ensures providers meet the required safety and quality standards.

How to Do It:

• Call 1800 035 544 (free from landlines, TTY 133 677 for hearing assistance).

• Use the online complaint form.

• Use the National Relay Service and ask for 1800 035 544.

Expected Outcome: The Commission will assess the complaint, investigate if necessary, and may require the provider to take corrective action.

What If You Feel Anxious or Fearful About Taking This Step?

• Ask a trusted person to help you make the complaint.

• Write down your concerns before calling so you feel more confident.

• You can make an anonymous complaint if you don’t want to share your name.

  
  

Other Options for Assistance with Making a Complaint

• Support Coordinators – If you have a support coordinator, they can help you navigate the complaint process.

• Local Area Coordinators (LACs) – LACs can guide you on the best steps to take.

• Disability Support Services – Some organisations specialise in assisting with complaints and ensuring your concerns are addressed properly.

• Ombudsman Services – If the issue involves a serious breach of rights or ongoing problems, you can contact the relevant ombudsman in your state.

  
  

What Happens Next?

Once a complaint is lodged, the NDIS Commission will:

• Acknowledge the complaint.

• Assess and investigate if needed.

• Keep you informed throughout the process.

• Ensure actions are taken to improve service quality and safety.

Common Complaint Outcomes:

• The provider fixes the issue.

• The provider updates policies and procedures.

• The Commission takes regulatory action if necessary.

  
  

Your Right to a Safe and Quality Service

Making a complaint ensures that NDIS providers meet the standards they are required to uphold. If you experience poor service, unsafe practices, or mistreatment, you have the right to speak up.

For more information, visit the NDIS Quality and Safeguards Commission.