NDIS Commission takes action to address price differences for NDIS Participants
The NDIS Quality and Safeguards Commission is taking action to address price differences in the NDIS Provider market, following reports of some providers participating in discriminatory pricing practices.
The NDIS Quality and Safeguards Commissioner Tracy Mackey said any price differentiation, where a provider sets a higher price for a product or service offered to NDIS participants compared to others outside the scheme, would need to be justified.
“NDIS providers and workers have very clear obligations to act with integrity, honesty and transparency, and the NDIS Commission takes swift action when Providers do not meet those obligations,” NDIS Commissioner Tracy Mackey said.
“Where a price difference cannot be justified, it may be considered a ‘sharp practice’ and constitute a breach of the NDIS Code of Conduct.”
The NDIS Commission has developed guidance material to help Participants and Providers identify where sharp practices may be occurring and what action they can take in response.
Price Differentiation – A Guide for Participants and Price Differentiation – A Guide for Providers include examples of unacceptable behaviour which fails to meet the principles of acting with honesty, integrity and transparency, as required under the Code of Conduct. It also outlines what Participants can do if they believe discriminatory pricing practices are being applied, and/or if they have a dispute about a price difference.
Further communications and materials over the coming months will continue to educate and inform Participants, Providers and other NDIS stakeholders about what price differentiation is and how to make a complaint if they believe price differentiation is occurring.
The NDIS Commission has set up a dedicated email: pricehelp@ndiscommission.gov.au to manage questions and concerns about issues involving price differences and will shortly stand up a team within the complaints function to manage and respond to complaints about these issues.
Participants and their support networks are encouraged to connect with the NIDS Commission through the email and/or contact the NDIS Commission if they are concerned about the way in which NDIS supports and services are being provided, including suspicions of sharp or discriminatory practices.
To ask questions or raise concerns about price differences, you can:
- Phone: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
- National Relay Service and ask for 1800 035 544.
- Complete a complaint contact form.
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