Making a complaint to the NDIS Commission

What is the NDIS Commission?

The NDIS Quality and Safeguards Commission is an independent agency established to improve the quality and safety of NDIS supports and services. The Commission regulates NDIS providers, promotes safety and quality services, resolve problems and identifies areas for improvement.

What complaints can be directed to the NDIS Commission?

Anyone can make a complaint to the NDIS Commission about any issue connected with NDIS funded supports or services provided by an NDIS Provider (registered or unregistered).
Complaints should be first be raised with the service provider, however that is not always appropriate and then, they can be raised with the NDIS Commission

Complaints the NDIS Commission can take:

  • Whether services and supports have been provided safely and respectfully and are of an appropriate standard
  • How an NDIS provider has handled a complaint about services to an NDIS Participant or responded to an advocate or carer of an NDIS Participant

Complaints the NDIS Commission cannot take:

  • About non funded NDIS services e.g. MDQ’s free services, or about an organization which is not an NDIS service provider e.g. Qld Health, Education Qld
  • Actions taken by the National Disability Insurance Agency (NDIA), including decisions about eligibility, funding, and supports included in a Participant’s NDIS Plan
  • Appeals of decisions of courts, tribunals or coroners

If you call the NDIS Helpline about a matter that the NDIS Commission does not address, they will direct you to the appropriate place for your issue to be heard.

How can I make a complaint to the NDIS Commission?

What happens when I make a complaint?

The complaints officer from the NDIS Commission will

  • Help people who require additional support to make a complaint e.g. interpreters, communication assistants, cultural supports
  • Provide information about use of independent advocates and
  • Investigate and seek to resolve complaints according to principles of complaint management e.g. confidentiality and respect, objectivity, procedural fairness, outcomes focussed
  • Resolve your complaint and make suggestions about or direct parties to take remedial action.

What if I am not satisfied with the outcomes of the complaint investigation and attempts at resolution?

Your NDIS Commission Complaints officer will provide information about how to make an application for reconsideration or you can make a complaint to the Commonwealth Ombudsman.