Feedback, complaints and reviews

Raising concerns about the NDIS

The National Disability Insurance Agency (NDIA) genuinely welcomes feedback, including complaints. We believe people have a right to speak up as it helps us to see what works, what doesn’t and where we can make improvements.

It doesn’t cost anything to give us feedback or make a complaint. You can:

  • provide feedback or lodge a complaint in person at a local NDIS office, by telephone, by email or in writing
  • use our website
  • download a form and email or post it to us.

Alternatively we can send you a form to fill out and send back.

Providing feedback

We believe our front-line staff are the best people to assist you. If you want information about our services or you are unsure about something, we encourage you to contact your local NDIS office.

Alternatively you can go to our website, send an email to feedback[at]ndis.gov[dot]au or call us for more information on 1800 800 110.

If we can’t help you, we will try to refer you to someone who can.

Making a complaint

A complaint can be made to any one of our local offices in person, by telephone, email or in writing.

A complaint form is available but you do not have to fill out a form to make a complaint.

You can make a complaint in your preferred language.

Our local staff can help you lodge your complaint.

If we cannot deal with your complaint, we will explain why.

NDIA action on a complaint

We will contact you to talk about your complaint and may ask you to provide more information to help us understand the nature of your complaint.

We will contact the person or organisation you are complaining about, provide them with details and ask for their comments and relevant information. We will let you know what they say in response to your complaint.

Complaints can be resolved in many different ways and the officer who is handling the complaint can provide you with information about how other complaints have been resolved.

If you are dissatisfied with the outcome of your complaint you can ask for a supervisor or manager to review your complaint and how it was handled.

If you are not satisfied about the way your complaint was then managed, you may seek assistance from the Commonwealth Ombudsman. You can:

Service standards

We will resolve your complaint as quickly as possible at the local level.

Our Complaints procedures require that we:

  • take immediate action where there appears to be a high risk of harm, neglect or abuse
  • acknowledge complaints within 24 hours of receipt
  • call you within 48 hours of acknowledgement
  • resolve complaints within 21 calendar days
  • publish information on our performance.

If the complaint is about a decision by the Agency

If your complaint is about a decision made by or for the Chief Executive Officer, (CEO) of the NDIA you can lodge an application for a review. These are known as reviewable decisions and any person directly affected by a decision of the Agency can request such a review.

Before an internal review you are encouraged to request reconsideration by the original decision-maker about your concerns, especially if you think an important matter was overlooked or new information has come to light.

When a decision is reviewed by the CEO, or the Administrative Appeals Tribunal, it could confirm the decision or it may change the decision.

A list of reviewable decisions is in the legislation. These relate to things like being accepted as a participant, the provision of reasonable and necessary supports, a decision to become a registered provider of supports and many other decisions. When informed of a NDIS decision you will be told how to request a review.

A request for a review must be made within 3 months of receiving notice of the reviewable decision from the CEO. The CEO will ask a NDIA staff member to review the decision.

The staff member responsible for the review will not have been involved in the earlier decision. They may want to talk to you directly as part of this process.

A request for a review can be made by:

  • sending or delivering a written request to the CEO at:

NDIS
GPO Box 710
Canberra ACT 2601

At the time of asking for a review, you should explain why you think the decision is incorrect.

Download a form requesting a review from our website.

You do not have to use this form but it can help you to describe why you want a review.

If you are still unhappy after the first review by the CEO, you have two choices:

  1. you may seek a further review by the NDIS, or
  2. you can ask for a review by the Administrative Appeals Tribunal.

Other related information

The Administrative Appeals Tribunal - a person who is not satisfied with a decision made by the NDIS can apply to have the decision reviewed by the Agency in an internal review. If the participant is still dissatisfied with a decision following an internal review, they can then apply to the Administrative Appeals Tribunal (AAT).

More information

For people with hearing or speech loss:

  • TTY: 1800 555 677
  • Speak and Listen: 1800 555 727
  • For people who need help with English TIS: 131 450

*1800 calls are free from fixed lines; however calls from mobiles may be charged.