Complaint to a provider — letter

Raise a concern directly with your provider and ask for it to be put right.

Who it's for

This letter is for NDIS participants, or someone acting on their behalf such as a family member, carer, nominee or advocate, who has a concern about a provider and wants it put right. It could be about the quality of support, a worker's conduct, missed visits, billing, or the way you have been treated.

It suits people who would like to raise the issue directly with the provider first and give them a chance to fix it. You can use it whether your concern is big or small. Raising it early often leads to a quicker and better outcome for everyone.

Why write it

Putting your complaint in writing makes it clear exactly what happened, how it affected you, and what you would like done about it. This gives the provider the information they need to respond properly, and creates a record you can refer back to.

Every registered provider must have a complaints process, so raising your concern directly is a reasonable first step and often resolves things. A written letter also sets a clear response-by date, which helps keep things moving. If you are not satisfied, or the issue involves safety, you can contact the NDIS Quality and Safeguards Commission at any time.

How to write it

Start by describing what happened, sticking to the facts and including dates, times and names where you can. Then explain the impact on you, so the provider understands why it matters. Being specific helps them look into it properly.

Next, say clearly what you would like to put things right, whether that is an apology, a change to your support, a refund, or something else. Include a reasonable date by which you would like a response, and your contact details.

Keep the tone firm but respectful, and keep a copy for your records. Remember you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 at any time, especially if your concern is about safety, and you do not have to go through the provider first.

Template

To [provider / complaints contact],
Re: Complaint — [your name], [date]

I am writing to make a complaint about a support I received from your service.

What happened:
[Describe what happened, when, and who was involved.]

The impact on me:
[Explain how it affected you.]

What I would like to happen:
[Say what would resolve it — e.g. an apology, a different worker, a change to how supports are delivered, a refund of a wrong charge.]

Please respond by [date]. If we can’t resolve this, I understand I can raise it with the NDIS Quality and Safeguards Commission on 1800 035 544.

Kind regards,
[Your name, phone/email and the date]

About this template

Should I complain to the provider first or the NDIS Commission?
You can do either. Raising it directly with the provider is often a good first step, as every registered provider must have a complaints process and many issues are resolved this way. However, you can contact the NDIS Quality and Safeguards Commission at any time, especially if your concern involves safety or you feel unsafe raising it.
How do I contact the NDIS Quality and Safeguards Commission?
You can call the NDIS Quality and Safeguards Commission on 1800 035 544. You can contact them at any time, whether or not you have raised the issue with your provider first. This is especially important if your concern is about safety, abuse, neglect or the conduct of a worker. They handle complaints about registered providers.
What should I put in a complaint letter?
Describe what happened with dates, times and names where you can, explain the impact on you, and say clearly what you would like done to put it right. Include a reasonable date for a response and your contact details. Keeping to the facts and being specific helps the provider look into your concern properly.
Can I get help to make a complaint?
Yes. A family member, carer, nominee or independent advocate can help you write or lodge a complaint, or do it on your behalf with your consent. Advocacy services are available across Australia and can support you through the process. You do not have to handle a complaint on your own if you would prefer support.
Will complaining affect my supports?
You have every right to raise a concern, and a good provider will treat your complaint as a chance to improve. Providers should not treat you unfairly for speaking up. If you feel your supports are at risk or you are treated poorly for complaining, you can contact the NDIS Quality and Safeguards Commission for help.

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