How to Make a Complaint About the NDIS
Making an NDIS complaint? Learn who to contact about a provider, the NDIA or a decision, what to say, and how to get free help — step by step.
First, work out which kind of complaint it is
How to complain about a provider or support worker
How to complain about the NDIA (the Agency itself)
If your complaint is really about a decision
What to include in your complaint
A real-life example
If it involves abuse, neglect or someone in danger
Getting help to make a complaint
What happens after you complain
Can I complain anonymously — and can I get in trouble?
Why complaints and reviews matter more during the reforms
Your next step
Frequently asked questions
What's the difference between a complaint and a review?
A complaint is about how you were treated — a provider doing the wrong thing, or the Agency giving poor service. A review is when you disagree with a decision, like how much funding you got or an eligibility result. Complaints about providers go to the NDIS Commission (1800 035 544); service complaints about the Agency go to the NDIA (1800 800 110); decisions go through an internal review first, with strict time limits, then the ART.
Can I complain about my provider without them finding out it was me?
You can ask the NDIS Commission to keep your identity confidential, or make an anonymous report. Being anonymous means they may not be able to update you or ask follow-up questions, which can limit what they do. A provider is not allowed to punish you for complaining — tell the Commission if you are worried about that.
How long do I have to challenge an NDIS decision?
For an internal review of a decision, you generally need to ask the NDIA within 3 months of receiving it, so act promptly and confirm the current timeframe with the NDIA on 1800 800 110. If you are still unhappy after the internal review, you can apply to the Administrative Review Tribunal. Free advocacy and appeals support can help you through this.
I need help to make a complaint — where do I get it?
Free independent advocates can speak up with you or for you — find one through the Disability Advocacy Finder. You can also use a free interpreter through TIS on 131 450, or the National Relay Service on 133 677 if you are deaf or hard of hearing. A trusted family member or carer can help too, with your consent.
What should I do if a support worker is being unsafe or abusive?
If anyone is in immediate danger, call 000 first. To report abuse, neglect or exploitation by a provider or worker, contact the NDIS Commission on 1800 035 544 — you can report for someone else and you do not need proof. If you or someone else is in crisis, Lifeline is available any time on 13 11 14.