Understanding the NDIS Complaints Process: What Participants Can Do

Who to contact depends on the type of concern

Not every concern needs to go through a formal complaints process straight away. A concern about a specific provider’s service quality is often best raised directly with that provider first, giving them a chance to fix the issue before escalating further.

Concerns about a planning decision, funding, or how the NDIA itself has handled something are generally raised with the NDIA directly, while concerns about the safety or quality of a registered provider’s service can be raised with the NDIS Quality and Safeguards Commission.

Knowing which pathway applies before raising a concern saves time and reduces the chance of a complaint being redirected partway through the process.

How to make a complaint to the NDIS

The NDIS accepts complaints and feedback through several channels, including an online form, live chat, phone, email, in person at an NDIS office, or by mail. Participants can choose whichever method suits them best.

1. Decide whether the concern is about the NDIA, a provider, or the quality and safety of a service.
2. Gather relevant details: dates, what happened, who was involved, and any documents or evidence.
3. Submit the complaint through the appropriate channel, whether that is the NDIS directly or the Quality and Safeguards Commission.
4. Keep a copy of what was submitted and any reference number provided.
5. Follow up if the expected timeframe for a response passes without contact.

What happens after a complaint is made

Once a complaint is received, it is generally acknowledged quickly, followed by contact to discuss the details and next steps. Many complaints can be resolved well within the standard timeframe once the right information has been provided.

The process is meant to be transparent and responsive, with a clear point of contact for the participant throughout, rather than a complaint disappearing into an unclear queue with no updates.

What to include in a complaint

• A clear description of what happened, including specific dates and locations.
• Names or roles of people involved, where relevant and appropriate to share.
• What outcome is being sought, whether that is an explanation, a fix, or a formal review.
• Any supporting documents, such as emails, invoices or support notes.

If the first response is not satisfactory

If a complaint is not resolved to the participant’s satisfaction, it is possible to ask for a supervisor or manager to review how it was handled. This is a normal part of the process, not an unusual escalation.

If concerns remain after that, participants can also contact the Commonwealth Ombudsman, which provides independent oversight of how government agencies, including the NDIA, handle complaints.

When a concern is about quality or safety

If a concern relates to the quality or safety of NDIS supports or services, rather than a funding or planning decision, it generally falls under the NDIS Quality and Safeguards Commission rather than the NDIA directly.

This includes concerns about how a provider is delivering a service, worker conduct, or safeguarding issues, and the Commission has its own process for investigating and responding to these kinds of complaints.

Common mistakes when raising a concern

• Raising a vague concern without dates, specifics, or a clear description of what happened.
• Not keeping a copy of what was submitted or any reference number provided.
• Assuming a provider complaint and an NDIA complaint go to the same place.
• Waiting a long time after an issue before raising it, making details harder to recall accurately.

Questions to ask when raising a complaint

• Which organisation is the right one to raise this specific concern with?
• What is the expected timeframe for a response?
• Will there be a single point of contact throughout the process?
• What options exist if the first response does not resolve the issue?

Why raising a concern informally first often helps

Many issues can be resolved more quickly through a direct conversation with a provider or the NDIA than by immediately lodging a formal complaint. This is not about avoiding a formal process, but about giving the other party a fair chance to understand and address the issue first.

Keeping a simple written note of this initial conversation, including the date and what was discussed, is useful even if the matter is resolved informally, since it creates a record that can be referred back to if the issue resurfaces later.

Can a complaint be made anonymously

Participants can raise concerns anonymously in some circumstances, particularly where there is a fear of the complaint affecting the ongoing relationship with a provider. However, anonymous complaints can be harder to investigate thoroughly, since follow-up questions and clarification are not possible.

Where safety allows, providing contact details generally leads to a more thorough response, though the choice ultimately belongs to the person raising the concern.

Supporting someone else to make a complaint

Family members, support coordinators, and advocates can help a participant prepare or lodge a complaint, particularly where communication support is needed. This does not require formal authority in every case, though for some matters, such as accessing detailed personal information, a nominee or authorised representative may be required.

Advocacy organisations can also assist participants who want independent support navigating a complaint, especially where the situation is complex or the participant feels unsure about raising the issue directly themselves.

Keeping good records throughout the process

• A simple timeline of what happened, with dates and who was involved.
• Copies of any emails, messages or documents relevant to the concern.
• Notes from any phone calls, including who was spoken to and what was agreed.
• Reference numbers or confirmation details from any formal complaint lodged.

Example scenario

Consider a participant who is unhappy with how a provider handled a cancelled service, with no clear explanation given at the time. They first raise the issue directly with the provider, keeping a written note of the conversation and the outcome.

When the provider’s response does not resolve the concern, and it becomes clear the issue relates to service quality rather than a simple misunderstanding, the participant lodges a complaint with the NDIS Quality and Safeguards Commission, including dates, what was agreed originally, and what happened instead.

This is a general illustration only. The right pathway depends on the nature of the concern and who is responsible for addressing it.

The Commission investigates the matter, follows up with the provider directly, and provides the participant with an update on the outcome, giving them a clearer record than the informal conversation alone would have provided.

Complaints specifically about a support coordinator

Concerns about a support coordinator can relate to communication, provider recommendations, conflicts of interest, or the general quality of coordination provided. Because support coordinators are often registered providers, quality and safety concerns about their conduct generally sit with the NDIS Quality and Safeguards Commission.

Where the concern is more about fit or communication style rather than conduct or safety, raising it directly with the coordinator or their organisation first is often the more appropriate first step, potentially followed by a decision to change coordinators if the issue is not resolved.

Internal review versus a complaint

It is worth distinguishing between disagreeing with a specific NDIA decision, which is addressed through an internal review, and raising a concern about how you were treated or how a process was handled, which is more appropriately raised as a complaint or piece of feedback.

Sometimes both apply at once, such as disagreeing with a funding decision while also being unhappy about how the decision was communicated. In these cases, it can be worth pursuing both an internal review and a complaint in parallel, addressing each separately.

What generally happens after a complaint is made

After a complaint is raised, whether directly with a provider or through the NDIS Quality and Safeguards Commission, the usual next step is an attempt to understand what happened and whether the issue can be resolved directly between the participant and provider. More serious concerns, particularly those involving safety, may be investigated further by the Commission.

Participants are not required to continue using a provider while a complaint is being considered, and can seek an alternative provider for the support in question if they no longer feel comfortable with the current arrangement.

Supporting a family member or participant through this process

Family members, advocates or nominees can help a participant raise a concern or complaint, particularly where the participant finds it difficult to communicate the issue themselves. Being present for calls or meetings, and helping keep a written record of what was discussed and agreed, can make the process considerably less stressful.

Important terms to understand

How this applies locally

Participants in Canberra and Queanbeyan can raise concerns through the same national channels as anywhere else in Australia, though a local support coordinator can often help clarify which pathway applies and help prepare a clear, well-documented complaint.

CCS encourages participants to raise concerns early and clearly, rather than letting frustration build without a documented record of what has happened.

For families coordinating support across Belconnen, Woden, Tuggeranong and Gungahlin, having one clear record of a concern, even if several providers are involved, makes it much easier to explain the situation consistently if a complaint needs to be escalated.

Related CCS Guides and Services

• What to Do If Your NDIS Plan Doesn’t Have Enough Funding
• Conflict of Interest in the NDIS: What Participants Should Watch For
• Participant Rights When Buying NDIS Supports
• NDIS Nominees and Decision-Making Support Explained
• Support coordination in Canberra
• Contact CCS

Official NDIS References

• Feedback and complaints form
• How to give feedback

Feedback versus a formal complaint

Not everything raised with the NDIS needs to be framed as a complaint. General feedback about how a process could be improved is welcomed separately from a complaint about a specific problem, and both are treated as useful input rather than an adversarial process.

Choosing the right framing, feedback for general suggestions and a complaint for a specific unresolved issue, can help set the right expectations for how the NDIS or a provider responds.

Frequently Asked Questions