What to Do If You Are Unhappy With an NDIS Provider
How to make a complaint about an NDIS provider — raise it directly, contact the NDIS Commission on 1800 035 544, and know your options. Plain-English steps.
First, the reassurance: complaining is your right and it is safe
What kinds of problems are worth raising?
Step one: raise it directly with the provider
What to write down before you complain
Step two: complain to the NDIS Commission
What the NDIS Commission can and cannot do
A real-life example: the shifts that kept getting missed
If it is about abuse, neglect or feeling unsafe
Getting help to make the complaint
Can I just leave the provider instead?
What to do next
Frequently asked questions
Will complaining about my provider affect my NDIS funding or plan?
No. Your funding is decided by the NDIA and is separate from any provider. A complaint about a provider does not change your budget, and it is against the NDIS Code of Conduct for a provider to punish you for raising a concern. If you are worried, an advocate can support you through the process.
Do I have to complain to the provider before going to the NDIS Commission?
Usually it is quickest to raise it with the provider first, because many issues get fixed fast once they know. But you do not have to. If you feel unsafe, if it involves abuse or neglect, or if you are simply not comfortable approaching them, you can contact the NDIS Commission directly on 1800 035 544.
What is the difference between the NDIS Commission and the NDIA for complaints?
The NDIS Commission handles complaints about providers and workers — quality, safety and conduct. The NDIA makes decisions about your eligibility, plan and funding. If you disagree with an NDIA decision, that goes through an internal review and, if needed, the Administrative Review Tribunal, not the Commission.
Can someone help me make the complaint?
Yes. A free, independent disability advocate can help you write and lodge a complaint and speak up alongside you. A family member, carer or friend can also support you, and free interpreters and the National Relay Service are available. You never have to do it alone.
What if I just want to leave the provider rather than complain?
You are free to leave or change providers at any time. Check your service agreement for any notice period first, and line up alternative support so there is no gap in your care. For safety issues it is still worth lodging a complaint, because it can protect other participants.