Understanding the complaints process
1. Talk to your provider, if possible
We encourage you to speak with the provider first. This can be the simplest way to resolve some complaints.
The NDIS Commission expects providers to have a system for receiving and resolving complaints. They need to make sure you or someone acting on your behalf feels comfortable to make a complaint to them.
2. Make a complaint to us
When you complete the online complaint form, we’ll send an email letting you know we’ve got it. You can also call us on 1800 035 544.
Before lodging your complaint, please review the Privacy Collection Notice and our Privacy Policy. By providing your personal information, you consent to the NDIS Commission collecting, using and disclosing your personal information (including sensitive information) in accordance with this Privacy Collection Notice.
3. We’ll look into it
All complaints are important to us.
We place highest priority on:
- harm or a serious risk of harm to participants
- negligence by providers
- a pattern of ongoing non-compliance by providers
- violation of human rights.
4. We’ll advise on the next steps
We can help you find the best course of action for your complaint or take action when needed.
Sometimes the best course of action will be raising your concern directly with your provider. It might also be:
- helping you understand your rights
- supporting you to resolve the complaint with your provider
- requiring the provider to take certain actions
- working with you and the provider to find a solution
- collecting information and intelligence to build a picture of provider conduct and identify emerging risks in the NDIS market
- taking compliance and enforcement action in serious matters
- referring your complaint to the right agency or authority.
If it’s a serious matter, a regulatory officer may want to talk to you to understand your concerns. They may also talk to the provider, a worker, or anyone else who is affected or involved.
The NDIS Commission will take compliance and enforcement action on some matters. Where possible, we’ll let you and know about our decision to take action. We'll also publish details about our actions at Search for banning orders and other compliance decisions.
The way we manage and respond to complaints is described in our Complaints policy.
What if I disagree with the decision?
If you are unhappy with our decision, you can ask us to review it. This is called a reconsideration.
To ask for a reconsideration, email us at reconsideration@ndiscommission.gov.au
and include your Complaint Reference Number (CRN) in the subject line.
If you do not have your CRN handy, don’t worry, we’ll still be able to help you.
You must ask for a reconsideration within 42 days of being informed of the decision.
Unhappy with how we handled a complaint?
If you are not happy with our response, you can raise your concerns with the Office of the Commonwealth Ombudsman. They can look at how we handled your complaint, but they can’t change our decision.
How to contact us
- Call 1800 035 544
- Email contactcentre@ndiscommission.gov.au
- Use TTY on 133 677
- Use National Relay Service and ask for 1800 035 544
- Use an interpreter.
- Write a letter and post it to:
NDIS Quality and Safeguards Commission
PO Box 210 Penrith NSW 2751