A Simple Guide to Making an NDIS Complaint with Confidence

Making a complaint about NDIS services can feel overwhelming, especially when you’re already dealing with challenges in your daily life. But here’s something important to remember: raising concerns is your right as an NDIS participant, and there are clear processes in place to support you through it.

Whether you’re facing issues with your support worker, having trouble with your plan, or feeling unheard by service providers, this guide will walk you through everything you need to know about making an NDIS complaint—without the stress.

Understanding Your Rights as an NDIS Participant

Before we explore how to make a complaint, it’s essential to understand what you’re entitled to as an NDIS participant. The NDIS Quality and Safeguards Commission exists specifically to protect these rights and ensure you receive the quality support you deserve.

As an NDIS participant, you have the right to:

• Be treated with dignity and respect by all NDIS providers and staff members
• Receive safe and high-quality services that meet professional standards
• Speak up without fear of losing supports or facing any form of retaliation
• Have complaints taken seriously and addressed in a timely manner
• Access independent advocacy services to support you through the complaints process

These are your legal rights under the NDIS framework. Understanding this foundation gives you the confidence to raise concerns when things aren’t working as they should.

When Should You Raise a Concern?

Sometimes it can be difficult to know whether an issue warrants a formal complaint. The truth is, if something is affecting your quality of life or the services you’re receiving, it’s worth addressing. Here are some common situations where raising a concern is not only appropriate but important:

• Poor quality or unsafe services that don’t meet your needs or put you at risk
• Misconduct or neglect from providers including inappropriate behaviour, lack of care, or failure to follow your support plan
• Inaccurate billing or overcharging for services not provided or costs that don’t align with NDIS pricing
• Not having your voice heard in decision-making about your supports, goals, or care arrangements
• Discrimination or unfair treatment based on your disability, background, or personal characteristics
• Privacy breaches where your personal information has been shared without consent
• Delays in service delivery that significantly impact your daily life and wellbeing
• Failure to honour service agreements or provide supports as promised in your plan

Remember, you don’t need to wait until something becomes a major problem. Addressing concerns early often leads to quicker resolutions and prevents issues from escalating.

Step-by-Step Guide to the NDIS Complaints Process

Making a complaint doesn’t have to be complicated. Here’s a clear, structured approach that takes you from identifying the problem to achieving resolution:

Step 1: Raise the Issue Directly with Your Provider (If Safe)

When you feel comfortable and safe doing so, your first step should be talking directly with your service provider. Many issues can be resolved quickly through open communication, and providers are required to have internal complaints processes.

How to approach this:

• Contact your provider’s office or speak with your support coordinator
• Clearly explain what the problem is and when it occurred
• Describe how the issue has affected you
• Suggest what you’d like to see happen to resolve the situation
• Ask about their formal complaints procedure if the conversation doesn’t lead to a solution

When to skip this step: If you feel unsafe, if the issue involves abuse or serious misconduct, or if you’ve already tried this approach without success, move directly to step 2.

Step 2: Escalate to the NDIS Quality and Safeguards Commission

If your provider can’t resolve the issue, or if you’re not comfortable approaching them directly, contact the NDIS Quality and Safeguards Commission. They handle complaints about all registered NDIS providers and take participant safety seriously.

Contact options:

• Online: Submit a complaint form through their website
• Phone: Call 1800 035 544 during business hours
• Language support: If you need an interpreter, call TIS on 131 450 and ask to be connected to the NDIS Commission
• Accessibility support: Use the National Relay Service on 1800 555 727 if you have hearing or speech difficulties

Step 3: Provide Supporting Documents or Evidence

Gather any information that supports your complaint. This might include:

• Dates and times when incidents occurred
• Names of staff members involved
• Photos or videos (if relevant and appropriate)
• Emails, text messages, or written communications
• Notes from conversations or meetings
• Copies of your NDIS plan or service agreements

You don’t need to have everything perfect—provide what you can, and the Commission will guide you through what else might be helpful.

Step 4: Await Acknowledgement and Outcome Response

The NDIS Commission will acknowledge your complaint and keep you updated throughout the process. They’ll investigate the matter and work with your provider to find a resolution. This might involve:

• Changes to how services are delivered
• Additional training for staff
• Compensation or make-good arrangements
• Formal compliance action against the provider

Step 5: Request a Review if Unsatisfied with the Resolution

If you’re not happy with how your complaint was handled or the outcome achieved, you can request a review of the decision. The Commission has processes in place to ensure complaints are managed fairly and thoroughly.

Tips to Make Complaints Less Stressful

Dealing with complaints can be emotionally draining, but these practical strategies can help make the process more manageable:

• Keep detailed records of dates, names, and issues as they occur—this makes your complaint stronger and reduces the need to remember details later
• Bring a support person or advocate to meetings or phone calls who can take notes and provide emotional support
• Focus on facts, not emotions when describing what happened—stick to specific examples and their impact on you
• Break the process into manageable steps rather than trying to address everything at once
• Use plain, clear language in your complaint—you don’t need legal jargon or complex terminology
• Set realistic expectations about timeframes—thorough investigations take time, but you should receive regular updates
• Practice self-care throughout the process—complaints can be stressful, so make sure you’re looking after your wellbeing

When to Complain About the NDIA (Not Your Provider)

It’s important to understand the difference between complaints about service providers and complaints about the NDIA itself. If your concern relates to decisions made by the NDIA about your plan, eligibility, or how they’ve treated you, this goes to a different place.

NDIA complaints include issues with:

• Plan reviews or funding decisions
• Delays in processing applications or plan changes
• How NDIA staff have treated you during planning meetings
• Problems with the planning process itself
• Disputes about what supports are considered “reasonable and necessary”

For NDIA complaints, contact them directly on 1800 800 110 or through their website. If you’re not satisfied with their response, you may be able to request an internal review or appeal to the Administrative Appeals Tribunal.

Where to Get Support Throughout the Process

You don’t have to navigate complaints alone. There are several sources of support available to help you through the process:

• NDIS Quality and Safeguards Commission helpline provides information about your rights and the complaints process. They can explain what to expect and help you understand your options.
• Independent advocacy services offer free support to help you prepare your complaint, understand the process, and ensure your voice is heard. Contact your state or territory disability advocacy organisation for assistance.
• Support coordinators or plan managers can help document issues, provide evidence to support your complaint, and connect you with other services you might need.
• Meta Healthcare team guidance is available for our participants who need support understanding their rights, preparing complaints, or connecting with advocacy services. We’re here to ensure you feel confident and supported throughout any complaints process.

Moving Forward with Confidence

Making a complaint about NDIS services is your right, not a privilege. When services aren’t meeting your needs or providers aren’t treating you with respect, speaking up helps ensure you get the support you deserve; and often improves services for other participants as well.

The process involves knowing your rights, recognising when issues need addressing, following clear steps, and seeking support when you need it. Remember, the systems are in place to protect you, and organisations like Meta Healthcare are here to support you every step of the way.

You deserve quality services, respectful treatment, and supports that help you achieve your goals. Don’t remain silent when things aren’t working; your voice matters, and there are people ready to listen and help make things right.