The NDIS Complaints Process: Who to Complain To + Free Letter Template
Most NDIS complaints stall because they go to the wrong place. This guide shows you exactly which body handles what — your provider, the NDIS Commission, the NDIA, the Commonwealth Ombudsman, or the Administrative Review Tribunal — and generates a formal complaint letter in minutes.
Updated July 2026. Reflects the Administrative Review Tribunal, which replaced the Administrative Appeals Tribunal on 14 October 2024.
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
Every NDIS provider is expected to have a complaints process, and registered providers are legally required to under the NDIS complaints rules. Start by submitting a formal written complaint to the provider's complaints officer. Use the letter generator above. Ask the provider to confirm the timeframes under its complaints policy, and give it a reasonable opportunity to respond. Keep a copy of everything. This step is recommended, not compulsory — you can go to the Commission at any time.
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 takes complaints about any NDIS provider or worker — registered or unregistered — covering service quality, worker conduct, restrictive practices, 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 Review Tribunal for an independent merits review. The ART replaced the Administrative Appeals Tribunal on 14 October 2024 and can affirm, vary, or set aside an NDIA decision. Apply within 28 days of receiving the Internal Review decision in writing — the ART can allow more time if you explain why your application is late. There is no application fee for NDIS matters. Phone: 1800 228 333. Online: art.gov.au. The NDIS Appeals Program funds a free advocate to support you.
Who Do You Complain To? NDIS Complaint Routing
The most common reason an NDIS complaint goes nowhere is that it was sent to the wrong body. Each organisation below has a narrow remit, and none of them will forward your complaint on your behalf as a matter of course. Find the row that matches your problem before you write anything.
Your NDIS provider
Missed or late shifts, worker conduct, billing errors, breaches of your service agreement — anything you want fixed quickly and directly.
The provider's complaints officer — use the letter generator below
NDIS Quality and Safeguards Commission
Any NDIS provider or worker, registered or unregistered: unsafe or disrespectful supports, poor quality services, abuse, neglect, unauthorised restrictive practices, or a provider that ignored or mishandled your complaint.
1800 035 544 — ndiscommission.gov.au
NDIA
The scheme itself: access decisions, what is in your plan, funding levels, processing delays, and the conduct of NDIA staff, partners and Local Area Coordinators.
1800 800 110 — ndis.gov.au
Commonwealth Ombudsman
How the NDIA or the NDIS Commission itself handled your matter — unreasonable delay, poor process, or a complaint that went nowhere. It does not take complaints about providers.
1300 362 072 — ombudsman.gov.au
Administrative Review Tribunal (ART)
Independent merits review of an NDIA decision, once you have an internal review decision. The ART replaced the Administrative Appeals Tribunal on 14 October 2024.
1800 228 333 — art.gov.au
Quick test: if the problem is with the people delivering your supports, it is a Commission matter. If the problem is with your plan or your funding, it is an NDIA matter. If the problem is with how the NDIA or the Commission treated you, it is an Ombudsman matter.
Complaining to the NDIS Commission vs the NDIA: What's the Difference?
NDIS Quality & Safeguards Commission
- →Handles complaints about any NDIS provider or worker — registered or unregistered
- →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
Is There an NDIS Ombudsman?
No — there is no agency called the NDIS Ombudsman, which is why searches for one lead people in circles. Two different bodies split the work that people expect an ombudsman to do.
The NDIS Quality and Safeguards Commission is the regulator for providers and workers. It is the body you want if a support worker behaved badly, your supports were unsafe or poor quality, or your provider ignored your complaint. It can investigate, require a provider to change how it operates, and ban a provider or an individual worker from working in the NDIS. Importantly, that power covers unregistered providers too — not being registered does not put a provider outside the Commission's reach.
The Commonwealth Ombudsman oversees Australian Government agencies. In an NDIS context that means the NDIA and the NDIS Commission themselves — not providers. Go to the Ombudsman when the agency has been unreasonably slow, has followed a poor process, or has left your complaint unresolved. In most cases the Ombudsman will expect you to have given the NDIA or the Commission a chance to respond first, and it looks at how the agency handled the matter rather than re-deciding your plan.
Note: neither body can change an NDIA funding decision. Only an NDIA internal review, followed if necessary by the Administrative Review Tribunal, can do that.
Your Rights When Making a Complaint
Frequently Asked Questions
Thinking about changing providers?
Help Alliance works with plan-managed and self-managed NDIS participants across Perth's northern suburbs — the Cities of Joondalup, Stirling and Wanneroo — providing support coordination and day-to-day supports. If a complaint has left you looking for a different provider, get in touch and we'll talk you through your options.