Understanding the complaints process
1. Talk to your provider, if possible
We encourage you to speak with the provider first.
2. Make a complaint to us
When you complete the online complaint form, we’ll let you know we’ve got it. You can also call us on 1800 035 544.
3. We’ll look into it
All complaints are important to us.
We place highest priority on:
- harm or a serious risk of harm to participants
- negligence by providers
- a pattern of ongoing non-compliance by providers
- violation of human rights.
A complaints resolution officer might arrange a time to talk to you to understand your concerns.
We might also talk to the provider or worker and anyone who may be affected or involved.
4. We’ll take action
This could be:
- support to resolve the complaint yourself
- requiring the provider to take certain actions
- working with you and the provider to find a solution
- collecting information and intelligence to identify emerging risks and inform appropriate responses to complaints
- taking compliance and enforcement action in serious matters
- referring your complaint to the right agency or authority.
5. We’ll let you know how we dealt with your complaint
We’ll explain to you, the NDIS provider and any person with disability affected by the complaint:
- our decision
- the information considered that led to this decision
- any actions you or the NDIS provider agreed to take
- what you can do if you disagree with our decision.
What if I disagree with the decision?
You can ask us to review our decision on your complaint. This is called a reconsideration.
To ask for a reconsideration, contact us.
You must ask for a reconsideration within 42 days of being informed of the decision. You’ll need to explain why you believe the decision was wrong.
Concerns about how a complaint is handled
Contact us if you are concerned about how the NDIS Commission is managing your complaint.
If you are not happy with our response, you can raise your concerns with the Office of the Commonwealth Ombudsman. They can look at how we handled your complaint, but they can’t change our decision.