How to Make an NDIS Complaint: Step-by-Step Guide + Letter Template
Know your rights, follow the correct process, and generate a formal complaint letter in minutes. This guide covers complaints to your provider, the NDIS Commission, and the NDIA.
When Should You Make an NDIS Complaint?
You have the right to complain whenever you are not satisfied with the supports or services you receive. The following situations all warrant a formal complaint:
- !A support worker missed a scheduled shift without adequate notice or apology
- !A worker behaved in a way that was disrespectful, threatening, or inappropriate
- !You were billed for services that were not delivered
- !A provider failed to deliver the services set out in your service agreement
- !You experienced or witnessed unsafe practices that put you or others at risk
- !Your personal information was shared without your consent (privacy breach)
- !You were treated differently or unfairly because of your disability, gender, race, or religion
- !A provider retaliated against you for making a complaint or raising a concern
Free Complaint Letter Generator
Fill in the details below and we'll generate a formal NDIS complaint letter you can copy or print.
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Step-by-Step: How to Make an NDIS Complaint
All registered NDIS providers are required to have an internal complaints process. Start by submitting a formal written complaint to the provider's complaints officer. Use the letter generator above. Allow up to 21 days for a response. Keep a copy of everything.
If the provider does not respond, doesn't resolve the issue satisfactorily, or if you feel unsafe raising it internally, contact the NDIS Quality and Safeguards Commission. Phone: 1800 035 544. Online: ndiscommission.gov.au. The Commission investigates complaints about registered providers, worker conduct, and serious incidents.
If your complaint is about an NDIS plan decision, access decision, or funding level — rather than provider conduct — you need to request an Internal Review from the NDIA. You have 3 months from the date of the decision. Call 1800 800 110 or submit a review request via the myNDIS portal or in writing.
If you are not satisfied with the NDIA's Internal Review decision, you can apply to the Administrative Appeals Tribunal (AAT) for a merits review. The AAT is an independent body that can overturn or vary NDIA decisions. Applications must be lodged within 28 days of the Internal Review decision. Legal assistance is available through National Disability Advocacy Program (NDAP) providers.
Complaining to the NDIS Commission vs the NDIA: What's the Difference?
NDIS Quality & Safeguards Commission
- →Handles complaints about NDIS providers and workers
- →Investigates worker conduct, service delivery, and safety
- →Manages the Worker Screening Check system
- →Can suspend, deregister, or ban providers
- →Phone: 1800 035 544 | ndiscommission.gov.au
NDIA (National Disability Insurance Agency)
- →Handles complaints about plan decisions and funding
- →Reviews access decisions and eligibility determinations
- →Internal Review process for disputing plan outcomes
- →Does not handle complaints about provider conduct
- →Phone: 1800 800 110 | ndis.gov.au