What should I do first if a support goes wrong?

Start by raising the issue with your provider. Explain what went wrong and what you would like to happen, ideally in writing so there is a record. Many problems can be sorted out this way. Most providers have their own complaints process and should tell you how to use it. If that does not resolve things, you can escalate.

Who do I complain to about a provider?

You can complain to the NDIS Quality and Safeguards Commission, which handles complaints about provider quality, conduct, safety, abuse and neglect. Call them on 1800 035 544. You can complain yourself or with help from an advocate or someone you trust. You do not need to raise it with the provider first if you do not feel comfortable doing so.

Can I change providers if I am unhappy?

Yes. For day-to-day supports that are not working for you, you can change providers. You are not locked in, and choosing a provider that suits you better is your right. Check your service agreement for any notice you need to give when ending an arrangement, and let your provider know in writing.

Will I get in trouble for complaining?

No. You have the right to speak up, and you will not be treated unfairly for raising a concern or making a complaint. Providers and workers are expected to follow the NDIS Code of Conduct, and no one should discourage you from complaining. If you feel you are being penalised for speaking up, tell the NDIS Commission on 1800 035 544.

Can someone help me make a complaint?

Yes. You do not have to speak up alone. A family member, friend or someone you trust can help you, or you can get support from an independent advocate. An advocate can help you understand your rights and speak on your behalf. Getting help does not make your complaint any less valid or serious.

What counts as a serious concern?

Serious concerns include abuse, neglect, unsafe practices and serious harm. These should be reported to the NDIS Commission on 1800 035 544. Registered providers also have duties to report certain serious incidents. If a crime may have been committed, you can contact the police. Reporting serious concerns to the right place helps keep you and others safe.

What do I do in an emergency?

If you or someone else is in immediate danger, or there is a medical emergency, call 000 straight away. Your safety comes first. Once anyone at risk is safe, you can report a serious incident to the NDIS Commission on 1800 035 544, and contact the police if a crime may have occurred.

What to do if your NDIS supports go wrong

How to raise concerns and complaints, and where to get help if something isn’t right.

You have the right to safe, good-quality supports that respect your dignity. When something goes wrong, whether it is a small problem or something more serious, there are clear steps you can take.

Often the quickest fix is to raise the issue with your provider directly. But you also have the right to make a formal complaint, get help to speak up, and in an emergency get immediate assistance. This guide explains your options.

In this guide

You have the right to safe, quality supports, and you will not be treated unfairly for raising a concern.
Start by raising the issue with your provider, and for day-to-day problems you can also change providers.
The NDIS Quality and Safeguards Commission handles complaints about provider quality, conduct, safety, abuse and neglect on 1800 035 544.
You can complain yourself, or get help from an independent advocate or someone you trust.
In an emergency, or if someone is in immediate danger, call 000.

Your right to safe, quality supports

Everyone receiving NDIS supports has the right to be safe and to be treated with respect. Providers and workers are expected to follow the NDIS Code of Conduct, which sets out how they should behave.

That means your supports should be delivered safely, competently and in a way that respects your rights and choices. You should never be made to feel unsafe, ignored or pressured.

Importantly, you have the right to speak up when something is wrong. You will not be treated unfairly for raising a concern or making a complaint, and no one should discourage you from doing so.

Raising it with your provider

For many problems, the fastest way to sort things out is to talk to your provider. Explain what has gone wrong and what you would like to happen. Sometimes a misunderstanding can be cleared up quickly.

Most providers have their own complaints process, and they should tell you how to use it. Putting your concern in writing can help, as it gives a record of what you raised and when.

If the problem is about a day-to-day service that is not working for you, remember you can also change providers. You are not locked in, and choosing a provider that suits you better is your right.

Complaining to the NDIS Commission

If raising it with the provider does not fix things, or you do not feel comfortable doing so, you can contact the NDIS Quality and Safeguards Commission. The Commission handles complaints about provider quality, conduct and safety.

This includes serious concerns such as abuse, neglect or unsafe practices, as well as issues about how a provider or worker has behaved. You can call the Commission on 1800 035 544.

You do not need to have all the details worked out before you contact them. The Commission can explain how the complaints process works and what happens next, and they can look into concerns about registered providers.

Getting help to speak up

You do not have to raise a concern alone. You can ask a family member, friend or someone you trust to help you, or you can get support from an independent advocate.

An advocate is someone who can help you understand your rights, speak up on your behalf and make sure your voice is heard. This can be especially helpful if you find it hard to raise concerns or if the situation is complex.

Getting help does not make your complaint any less valid. Whether you speak up yourself or with support, your concern will be taken seriously, and you will not be penalised for raising it.

Serious concerns and emergencies

Some situations need urgent action. If you or someone else is in immediate danger, or there is a medical emergency, call 000 straight away. Your safety comes first.

Serious incidents such as abuse, neglect or serious harm should also be reported to the NDIS Commission on 1800 035 544. Registered providers have their own duties to report certain serious incidents as well.

If a crime may have been committed, you can also contact the police. Taking a serious concern to the right place helps keep you and others safe, and you have every right to do so without fear of being treated unfairly.

Frequently asked questions

What should I do first if a support goes wrong?: Start by raising the issue with your provider. Explain what went wrong and what you would like to happen, ideally in writing so there is a record. Many problems can be sorted out this way. Most providers have their own complaints process and should tell you how to use it. If that does not resolve things, you can escalate.
Who do I complain to about a provider?: You can complain to the NDIS Quality and Safeguards Commission, which handles complaints about provider quality, conduct, safety, abuse and neglect. Call them on 1800 035 544. You can complain yourself or with help from an advocate or someone you trust. You do not need to raise it with the provider first if you do not feel comfortable doing so.
Can I change providers if I am unhappy?: Yes. For day-to-day supports that are not working for you, you can change providers. You are not locked in, and choosing a provider that suits you better is your right. Check your service agreement for any notice you need to give when ending an arrangement, and let your provider know in writing.
Will I get in trouble for complaining?: No. You have the right to speak up, and you will not be treated unfairly for raising a concern or making a complaint. Providers and workers are expected to follow the NDIS Code of Conduct, and no one should discourage you from complaining. If you feel you are being penalised for speaking up, tell the NDIS Commission on 1800 035 544.
Can someone help me make a complaint?: Yes. You do not have to speak up alone. A family member, friend or someone you trust can help you, or you can get support from an independent advocate. An advocate can help you understand your rights and speak on your behalf. Getting help does not make your complaint any less valid or serious.
What counts as a serious concern?: Serious concerns include abuse, neglect, unsafe practices and serious harm. These should be reported to the NDIS Commission on 1800 035 544. Registered providers also have duties to report certain serious incidents. If a crime may have been committed, you can contact the police. Reporting serious concerns to the right place helps keep you and others safe.
What do I do in an emergency?: If you or someone else is in immediate danger, or there is a medical emergency, call 000 straight away. Your safety comes first. Once anyone at risk is safe, you can report a serious incident to the NDIS Commission on 1800 035 544, and contact the police if a crime may have occurred.

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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.