Feedback, complaints and safeguarding
How to raise a problem, what a provider must do with it, and when to go straight to the Commission.
4 min read·
You can always go outside the provider
Raising something with your provider first is often the fastest way to fix it, but you never have to. You can contact the NDIS Quality and Safeguards Commission on 1800 035 544, or use its online complaint form, at any point — including anonymously. A provider cannot penalise you for complaining, and cannot make using its internal process a condition of service.
What a registered provider must do
Registered providers must have a complaints management system, must tell you how to use it, and must keep records. They must also have an incident management system, and certain serious incidents involving participants — including death, serious injury, abuse or neglect, unlawful sexual or physical contact, sexual misconduct, and the unauthorised use of a restrictive practice — must be reported to the NDIS Commission within the timeframes set by the reportable incidents rules.
Other places to go
- NDIA — decisions about your plan or funding: 1800 800 110
- NDIS Commission — provider or worker conduct: 1800 035 544
- Police — if someone is in immediate danger, call 000
- A disability advocate — free, independent help to put your case
NDIS (Complaints Management and Resolution) Rules 2018; NDIS (Incident Management and Reportable Incidents) Rules 2018; ndiscommission.gov.au.
General information only. Rules and dates change — check ndis.gov.au or call the NDIA on 1800 800 110 before acting on anything here.