Complaints form

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The issue is with someone who isn't an NDIS provider or worker

What is your concern?

I'm concerned about the actions of someone who provides support to a person with disability, but isn't paid from an NDIS plan

A family member or friend of a person with disability

The NDIS Commission doesn't regulate the actions of family members or friends who aren't an NDIS provider or worker. If you're concerned about a person with disability and how they are being treated by a family member or friends, you can:

An early childhood partner

Concerns about early childhood partners can be directed to the National Disability Insurance Agency (NDIA).

Remote community connectors, Community connectors, NDIS connectors

Concerns about Remote community connectors, also known as NDIS connectors, can be directed to the National Disability Insurance Agency (NDIA).

Someone who provides transport to a person with disability but isn't paid from an NDIS plan

If you're concerned about someone who's providing transport, you can contact the organisation that's providing that service, for example:

If your concern involves abuse or neglect, contact the Police on 000.

 

 

I'm concerned about the actions of someone who acts on behalf of a person with disability when they can't manage their own arrangements, but isn't paid from an NDIS plan

A guardian

Guardianship rules and complaints are handled by state and territory governments:

A public trustee

Trustee rules and complaints are handled by state and territory governments.

Contact the public trustee in your state or territory:

To get help from a disability advocate, see find advocacy services near me.

If you're concerned about the misuse of money from an NDIS plan, call the NDIS Fraud Reporting and Scams Helpline on 1800 650 717.

 

 

I'm concerned about the actions of someone who advocates for a person with disability

A disability advocate

The NDIS Commission doesn't regulate the actions of disability advocacy organisations. You can contact the organisation and ask for their complaints process.

If the advocacy organisation is part of the National Disability Advocacy Program (NDAP) and your concern hasn't been resolved with the advocate's own complaints process, you can contact the Complaints Resolution and Referral Service.

A community visitor

The NDIS Commission doesn't regulate the actions of community visitor schemes. You can contact the community visitor scheme in your state or territory and ask for their complaints process.

 

 

I'm concerned about housing or accommodation that isn't paid from an NDIS plan

Private or rental accommodation that isn't paid from an NDIS plan

Contact the housing tribunal in your state or territory:

Accommodation provided by a state or territory housing authority

The NDIS Commission doesn't regulate the actions of housing authorities. You can contact the housing authority in your state or territory:

To get help from a disability advocate, see find advocacy services near me.

 

 

I'm concerned about other supports for a person with disability

Disability employment services

Disability employment services are organisations that: 

  • help people with disability to find a job
  • support them in a job
  • help employers to support people with disability in their workplace. 

If you're concerned about something a disability employment service organisation is doing, contact the Complaints Resolution and Referral Service.

There are also NDIS providers who deliver employment support to people with disability and can be paid from an NDIS plan. If you're concerned about the employment support a provider is delivering, go to the next question.

Health care given to a person with disability, or a health care service

GPs, hospitals and other health care services that aren't paid from an NDIS plan aren't regulated by the NDIS Commission. See How to raise a concern about a health practitioner.

If you're concerned about any health care or allied services that can be paid from an NDIS plan, for example physiotherapists, occupational therapists, psychologists, speech pathologists or nurses, go to the next question.

Staff at a school or education site

You can contact the education department in your state or territory:

An early childhood partner

If you have a concern about an Early childhood partner, you can contact the National Disability Insurance Agency (NDIA).

 

 

I'm concerned about the NDIS Commission or approved quality auditors

NDIS Commission decisions about complaints

If you've made a complaint about an NDIS provider or worker and you're unhappy about our decision, you can request a review. See What if I disagree with the decision?

NDIS Commission decisions about registration, banning orders or other compliance and enforcement actions

If the NDIS Commission has made a decision about your registration, renewal of your registration, or given you a banning order or other compliance and enforcement action, you can ask for a review. See Ask for a decision to be reviewed.

Other NDIS Commission complaints

The NDIS Commission welcomes complaints and suggestions at Complaints about the NDIS Commission.

An approved quality auditor

See the process for complaints about approved quality auditors.

 

 

I'm concerned about another government body

National Disability Insurance Agency (NDIA)

Any issues with the National Disability Insurance Agency (NDIA), including response times, can be directed to the National Disability Insurance Agency.

The Administrative Review Tribunal

Any letters, emails and information the Administrative Review Tribunal has sent you about a decision will describe the options that are relevant to you. See Appealing a Tribunal decision.

 

 

I'm concerned about the actions of a person with disability

A person with disability or an NDIS participant

A person with disability is subject to the same rules as any member of the community, see Rights of people with disability. If you are concerned about their actions you can:

  • call Emergency services on 000
  • call the NDIS Fraud Reporting and Scams Helpline on 1800 650 717 if you are concerned about the misuse of NDIS money.

 

 

I have a question about NDIS worker screening checks

Applying for an NDIS worker screening check

State and territory worker screening units process applications for NDIS worker screening checks.

Finding details about your current NDIS worker screening check

State and territory worker screening units are the first point of contact for finding details about your current worker screening clearance.

Accessing the NDIS worker screening database

This is a national register of all NDIS workers who have completed or applied for the NDIS worker screening check. Providers or participants who employ or engage NDIS workers can use the database to check and monitor the clearance status of workers. To get access to the NDIS worker screening database, see the instructions for registered providers, unregistered providers, and NDIS participants.

 

 

I have a question about an online system

PRODA

PRODA is the security system that you access before you can log into NDIS Quality and Safeguards Commission or National Disability Insurance Agency (NDIA) portals. PRODA is managed by Services Australia. You can get help with creating a PRODA account by calling 1800 700 199 or accessing PRODA (Provider Digital Access).

NDIS Commission portals

The NDIS Commission portals are managed by the NDIS Quality and Safeguards Commission:

  • The NDIS Commission Registered provider portal contains registration information and worker screening information for registered providers.
  • The Unregistered providers portal and Self-managed participants portal are used by unregistered providers and self-managed or plan-managed participants to manage the NDIS worker clearance status of their employees or providers.
  • The NDIS Commission Applications Portal is used to apply to be a registered provider or behaviour support practitioner, and for access to the National Worker Screening Database (NWSD).

If you need technical help with the NDIS Commission portals you can email nqsc.ictsupport@ndiscommission.gov.au or access the Portal quick reference guides.

NDIS worker training modules, NDIS training portal

If you have an issue with any of the NDIS worker online training modules that are available in the NDIS training portal:

myplace portal, my NDIS participant portal, myplace provider portal or my NDIS provider portal

These portals are used to process payments and claims of services and to connect to participants. They are managed by the National Disability Insurance Agency (NDIA). To get help you can contact the NDIA on 1800 800 110 or see:

The information you can provide about your concern or complaint is important. If the NDIS Commission isn't the right place to handle your concern, please share your information and concerns with the right organisation.

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