Complaint

Raising a concern about an NDIS provider, worker or service. You can complain to the provider or the NDIS Commission.

What it means

A complaint is when you raise a concern about an NDIS provider, worker or service that you are unhappy with. It is a way of telling someone that something has gone wrong or is not good enough, so it can be looked into and, where possible, put right. Making a complaint is your right, and it can also help improve services for other people.

You can complain directly to the provider you are unhappy with, and you can also complain to the NDIS Quality and Safeguards Commission, which oversees the quality and safety of NDIS supports and services. A complaint can be about many things, such as the way you have been treated, the quality of a support, or the behaviour of a worker.

In practice

You do not have to make a complaint on your own. A complaint can be made by the participant or by someone acting for them, such as a family member, friend or advocate, and help is available if you need support to raise your concern.

Often the quickest way to sort out a problem is to raise it directly with the provider, as many issues can be fixed once the provider knows about them. If you are not comfortable doing that, or you are not happy with how the provider responds, you can go to the NDIS Quality and Safeguards Commission. Importantly, a provider should not treat you unfairly because you have made a complaint. Speaking up is meant to be safe, and it can lead to better support for you and others.

A real example

For example, Daniel was regularly picked up late by his support worker and felt his concerns were being ignored. He first raised it directly with the provider, and when nothing changed he made a complaint to the NDIS Quality and Safeguards Commission with help from an advocate. The provider then reviewed its scheduling and kept working with Daniel.

Complaint — FAQs

How do I make an NDIS complaint?
You can complain directly to the provider you are unhappy with, or to the NDIS Quality and Safeguards Commission, which oversees the quality and safety of NDIS supports. Often it is quickest to raise the concern with the provider first, as many issues can be fixed once they know. If that does not work, or you would rather not, contact the Commission.
Who can make a complaint?
A complaint can be made by the participant, or by someone acting for them, such as a family member, friend or advocate. You do not have to raise the concern on your own, and help is available if you need support to do it. This means you can choose the person you are most comfortable having speak up alongside or for you.
Can I get help to make a complaint?
Yes. Help is available if you need support to make a complaint. Someone acting for you, such as a family member, friend or an advocate, can raise the concern with you or on your behalf. Having support can make it easier to explain what happened and what you would like to see change, especially if the situation feels stressful.
Will complaining affect my supports?
A provider should not treat you unfairly because you have made a complaint. Speaking up is meant to be safe, and raising concerns is your right. If you feel a provider has treated you unfairly for complaining, that is itself something you can raise with the NDIS Quality and Safeguards Commission, which oversees the quality and safety of NDIS supports and services.
What can I complain about?
You can complain about an NDIS provider, worker or service that you are unhappy with. This might include the way you have been treated, the quality of a support you receive, or the behaviour of a worker. If something about your NDIS support does not feel right, you can raise it, either directly with the provider or with the Commission.

Explore more NDIS resources

Official NDIS sources

Novida is an independent directory, not the NDIA. We explain each form in plain English and link you to the official copy — always download and submit the current version from the official website, as forms are updated from time to time.