Service charter

Our commitment to you

We are committed to improving how we serve NDIS participants. That’s why we’ve introduced a Participant Service Charter to explain what participants can expect when they deal with us, and the Participant Service Improvement Plan that outlines all the improvements we will make.

Participant Service Charter

The Participant Service Charter is based on five principles for our engagement with participants. We are committed to offering service that is:

Transparent

We will make it easy to access and understand our information and decisions.

Responsive

We will respond to individual needs and circumstances.   

Respectful

We will recognise your individual experience and acknowledge you are an expert in your own life.  

Empowering

We will make it easy to access information and be supported by the NDIS to lead your life.

Connected

We will support you to access the services and supports you need.

The Participant Service Charter also tells you how you can contact us, make a complaint or provide feedback, and your rights if you do not agree with a decision we’ve made. 

Participant Service Guarantee 

The Participant Service Charter includes timeframes for our processes – set out under the Participant Service Guarantee. The Participant Service Guarantee sets clear timeframes for key NDIS processes.

The NDIA must make decisions about access, plan approvals, plan reviews and nominee changes within these timeframes. This gives participants, families and carers greater certainty about how long processes will take. 

The NDIA will measure itself (where possible) against the proposed Participant Service Guarantee timeframes from 1 July 2020, ahead of the anticipated legislative change.

Read the Participant Service Charter:

The Participant Service Charter is current as at 30 June 2020. 

Participant Service Charter in Easy Read in other languages

Participant Service Improvement Plan

The Participant Service Improvement Plan sets out what we are going to do over the next two years to deliver a Scheme that meets participants’ expectations. Visit the Participant Service Improvement Plan page to see the changes we’re making to improve the NDIS for everyone.

Contact us accessibility services

Translating and interpreting

For a free-of-charge translator or interpreter phone 131 450

If you have hearing or speech loss

TTY: 1800 555 677
Speak and Listen: 1800 555 727

National relay service

Visit the National Relay Service website or phone 1800 555 727 then ask for 1800 800 110

This page current as of
17 September 2020