How to make a complaint
People with disability have the right to complain about the services they receive.
If you have a concern about your current NDIS supports or services, it is important that you talk about it.
Complaints are important—they can help providers understand what is important to people with disability and improve the quality of services they provide, so your complaint can help other people too.
If you feel comfortable, you are encouraged to raise your concern or complaint with your provider first, as this is often the best way to have your issue resolved quickly. All registered NDIS providers must have a complaints management and resolution system in place.
If the provider is unable to resolve your concern or complaint, then you should seek further support.
You may seek support from family, a friend or an independent advocate in making a complaint.
A complaint can be made to the NDIS Commission by:
- Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
- National Relay Service and ask for 1800 035 544.
- Completing a complaint contact form.
Interpreting Services allow the transfer of communications from a person’s preferred spoken language into English. Interpreting Services are delivered by TIS National, on behalf of the NDIS Commission.
TIS National contract more than 3,000 certified interpreters across Australia, in more than 160 different languages.
You can call TIS National direct on 131 450 and they can contact us on 1800 035 544.
The NDIS Commission can take complaints from anyone about:
- NDIS services or supports that were not provided in a safe and respectful way
- NDIS services and supports that were not delivered to an appropriate standard
- how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant
As well as dealing with complaints, the NDIS Commission works to educate providers about delivering quality and safe supports, and effectively responding to complaints. If a complaint raises a serious compliance issue, the NDIS Commission has powers to take action.