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NDIS Complaint Process

NDIS Complaint Process

The National Disability Insurance Scheme (NDIS) is designed to give participants greater choice and control over their supports and services. While the NDIS aims to provide high-quality assistance, there may be times when participants, families, or carers are unhappy with a service or decision. In such cases, it’s important to know how to raise concerns through the NDIS complaint process.

What Can You Complain About?

You can make a complaint if you are,

  • Unsatisfied with the quality or safety of services provided by a NDIS-registered provider, such as your NDIS support coordination provider or other support coordination agencies.

  • Concerned about how your NDIS plan is being managed or implemented, including issues with your plan management or your support coordinator for the disabled.

  • Experiencing issues with how you have been treated by a provider or worker (e.g., by an independent ndis support coordinator or a specialist support coordination worker).

  • Unhappy with decisions made by the National Disability Insurance Agency (NDIA).

Why Complaints Are Important

Complaints are not just about solving individual problems—they also help improve the NDIS system as a whole. By speaking up, participants and families contribute to safer, higher-quality services for everyone, helping to identify the best NDIS plan managers and reliable disability support coordination.

How to Make a Complaint

There are several ways to raise your concerns:

  • Directly with Your Service Provider
    In many cases, problems can be resolved quickly by speaking directly with the provider involved. Most providers have their own internal complaint process and are committed to high standards of care, like RVP Care Services, a dedicated provider of disability support and Supported Independent Living (SIL) in Pakenham and surrounding areas.

  • To the NDIS Commission
    If the issue is not resolved, or if you feel uncomfortable raising it with your provider, you can contact the NDIS Quality and Safeguards Commission.

    • Phone: 1800 035 544

    • Online: NDIS Commission Website

    • In writing: By email or post
      The Commission can look into complaints about NDIS-registered providers, worker conduct, and whether services meet safety and quality standards.

  • About NDIA Decisions
    If your complaint is about a decision made by the NDIA (such as plan approvals or funding amounts), you can request an internal review of that decision. If you are not satisfied with the outcome, you may be able to escalate the matter to the Administrative Appeals Tribunal (AAT).

What to Expect After Lodging a Complaint

  • Your complaint will be acknowledged and taken seriously.

  • The Commission or provider will investigate the matter and provide updates.

  • You may be asked to provide further information or evidence.

  • Once resolved, you will be informed of the outcome and any actions taken.

Need Support to Make a Complaint?

If you need help understanding or making a complaint, you can seek assistance from:

  • An advocate through the National Disability Advocacy Program (NDAP).

  • A support coordinator (if included in your NDIS plan).

  • Friends, family members, or carers.

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