Service charter

What we do

The National Disability Insurance Agency (NDIA) is responsible for delivering the National Disability Insurance Scheme (NDIS). The NDIS aims to give people with disability better access to personalised, high quality and innovative supports and services. A specific focus is to enhance the independence, social and economic participation of people with disability and their carers

What is our Service Charter?

This Service Charter sets out:

  • Our service commitment
  • The standards you can expect from the NDIS and the NDIA
  • How you can help us
  • How you can make suggestions for improvement
  • Information on raising concerns about the NDIA
  • Our contact information

Download the Service Charter

Our service commitment

We will:

  • Provide people with choice and control to access the most appropriate supports and services
  • Provide people with support to become more independent and included in the community
  • Recognise and uphold informal support and care arrangements
  • Welcome, respect and value feedback
  • Raise awareness and knowledge in the community of how to support people with disability.

If you are unhappy about the service we have provided

We respect and value feedback and encourage people to share their concerns, compliments and suggestions with us.

You can share your concerns, compliments and suggestions with us in many ways, including:

  • face to face
  • in writing
  • over the phone
  • through the participant or provider portal
  • via the NDIS website or
  • email:

Our goal is to understand and resolve concerns as quickly as possible, long before they become a complaint.

We aim to continually improve our service by listening to your feedback. More information about how a complaint is managed by the NDIA can be found on the Feedback and complaints page.

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
15 October 2019