Make a complaint about an NDIS service provider

Knowing your rights can help you make sure that you are being treated fairly.

Understanding these rights also gives you the confidence to speak up and ask for the support you need or raise concerns.

Visit Your rights as a disabled young person to learn more about your rights.

You may feel like something isn’t right with your disability supports, even if you can’t explain why. That’s okay.

There’s lots of ways to figure out what’s going on and recognise that something might be wrong.

Visit our Signs something is wrong webpage to understand the signs to look for when something is wrong with your disability supports.

You don’t have to deal with a problem on your own. There are people you can trust who will listen and support you.

Visit our Where to get help webpage for ideas on who you can ask for help.

Remember, speaking up is the first step to fixing a problem.

Sometimes people may not be aware that they did something wrong or upset you. Sharing what has happened and how you’re feeling can help them understand:

• There is a problem
• How it affects you
• How it can be fixed

You do not have to raise concerns directly with the person or service provider if you do not feel comfortable. You can make a complaint directly to the NDIS Commission.

Sometimes speaking to the person causing the problem won’t fix the issue. You may need to tell other people what is happening or make a formal complaint.

Evidence can help others understand the problem you have and can make your complaint stronger.

It doesn’t have to be a formal document—any kind of proof can help. For example, save emails or text messages, write down details of what is happening, and take notes after a conversation.

You can still make a complaint even if you don’t have evidence. 

Before making a formal complaint, think about what you want to happen and how the problem can be fixed. This can help the service provider understand how to fix the issue.

Sometimes the outcome or solution you want is to stop something from happening again. Other times it is more complex. Sometimes you might just want people to listen to you.

To figure out what you want to happen, ask yourself: 

Every NDIS service provider should have a complaints or feedback process.

How to find the complaints process:

• Check the service provider’s website.
• Look at the information they gave you when you started using their service.
• If you can’t find it, ask them to send it to you.

They should give you information, so that you can send your complaint to the right person. If you do not want to make a complaint directly to the service provider or they refuse to give you their complaints process, you can go directly to the NDIS Commission.

If something is wrong, and you can’t talk to the person causing the problem, or you’ve tried and it hasn’t fixed the problem, your next step is to make a complaint.

You can make a formal complaint to the NDIS service provider or go directly to the NDIS Commission.

Visit Next steps in the complaints process to find out more about the complaints process and what happens after you have made a complaint.

When you’re dealing with a problem or making a complaint, it’s important to look after yourself and prioritise your health and wellbeing.

Visit Look after yourself for self-care ideas, community support, and disability pride resources.