Complaints about a provider

The first step is always to contact your provider directly (perhaps the Manager) in the first instance and speak to them about your concerns. Usually, most issues can be resolved this way.

 Following this, you can make a complaint to the NDIS Quality and Safeguarding Commission, who work with participants and providers to improve the quality and safety of NDIS services and supports.

The NDIS Commission can take complaints from anyone about:

• NDIS services or supports that were not provided in a safe and respectful way
• NDIS services and supports that were not delivered to an appropriate standard
• how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant.

You can contact them by phone, National Relay Service or by submitting an online form. To make a confidential or anonymous complaint, it is better to call the contact centre on 1800 035 544 and ask to speak to the complaints team.

Please be aware that the NDIS Quality and Safeguarding Commission does not take complaints about:

• NDIS plan access
• NDIS participant plans
• Fraud concerns

These should be directed to the NDIA.