Our commitment to you
We are committed to improving how we serve people applying to the NDIS, NDIS participants and or their parents and carers.
The Participant Service Charter explains what you can expect from us.
We first released the Service Charter in August 2020. We have updated it to align with 2022 legislation changes.
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.
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 your 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 and use 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 and decisions – set out in the legislated Participant Service Guarantee and draft Participant Service Guarantee Rules.
We must make decisions about access, plan reassessments, variations and reviews, and nominee changes within these timeframes.
This gives participants, families and carers greater certainty about how long processes will take.
We report on our performance against Participant Service Guarantee timeframes in the Quarterly Report.
Download the Participant Service Charter
- Participant Service Charter (PDF 1.3MB)
- Participant Service Charter (DOCX 91KB)
- Easy Read - Participant Service Charter (PDF 2.9MB)
- Easy Read (text only) - Participant Service Charter (DOCX 70KB)
The Participant Service Charter is current as at October 2022.
Participant Service Charter in Easy Read in other languages
- ميثاق خدمة المشارك - إحداث فرق للأشخاص الذين يستخدمونNDISفي اللغة
- ميثاق خدمة المشارك - إحداث فرق للأشخاص الذين يستخدمونNDISفي اللغة
- 参与者服务章程——为以母语使用NDIS的人士改善待遇 (PDF 3.63 MB)
- 参与者服务章程——为以母语使用NDIS的人士改善待遇 (DOCX 3.13MB)
- 參與者服務章程：為以母語使用NDIS的人士營造改變 (PDF 3.66KB)
- 參與者服務章程：為以母語使用NDIS的人士營造改變 (DOCX 3.01MB)
- Charter ng Serbisyo sa Kalahok - Tumutulong nang malaki sa mga taong gumagamit ng NDIS na nasa wika (PDF 3.58MB)
- Charter ng Serbisyo sa Kalahok - Tumutulong nang malaki sa mga taong gumagamit ng NDIS na nasa wika (DOCX 60KB)
- Charte de service aux participants - Faire la différence pour les personnes qui utilisent le NDIS dans une langue autre que l'anglais (PDF 3.57MB)
- Charte de service aux participants - Faire la différence pour les personnes qui utilisent le NDIS dans une langue autre que l'anglais (DOCX 64KB)
- Χάρτης Υπηρεσιών Συμμετεχόντων - Κάνοντας τη διαφορά για τα άτομα που χρησιμοποιούν το NDIS στα Ελληνικά (PDF 35.7MB)
- Χάρτης Υπηρεσιών Συμμετεχόντων - Κάνοντας τη διαφορά για τα άτομα που χρησιμοποιούν το NDIS στα Ελληνικά (DOCX 64KB)
- प्रतिभागी सेवा अधिकार-पत्र – अन्य भाषाओं में एनडीआईएस का उपयोग करने वाले लोगों के लिए एक अंतर लाना (PDF 3.56MB)
- प्रतिभागी सेवा अधिकार-पत्र – अन्य भाषाओं में एनडीआईएस का उपयोग करने वाले लोगों के लिए एक अंतर लाना (DOCX 4.21MB)
- Carta dei servizi per i partecipanti - Fare la differenza per le persone che utilizzano l'NDIS in altre lingue (PDF 3.56MB)
- Carta dei servizi per i partecipanti - Fare la differenza per le persone che utilizzano l'NDIS in altre lingue (DOCX 64KB)
- Повелба за услуги на учесниците - Позитивна промена за луѓето кои користат NDIS на јазик (PDF XXKB)
- Повелба за услуги на учесниците - Позитивна промена за луѓето кои користат NDIS на јазик (DOCX 64KB)
- Pepa o Fa'amatalaga o 'Auaunaga o Sui Auai - Fai se eseesega mo tagata e faaaogaina le NDIS i le gagana (PDF 3.54MB)
- Pepa o Fa'amatalaga o 'Auaunaga o Sui Auai - Fai se eseesega mo tagata e faaaogaina le NDIS i le gagana (DOCX 60KB)
- Estatuto de Servicio al Participante. Marcar una diferencia para las personas que utilizan el NDIS en su idioma (PDF 3.57MB)
- Estatuto de Servicio al Participante. Marcar una diferencia para las personas que utilizan el NDIS en su idioma (DOCX 64KB)
- Bản Tôn chỉ Dịch vụ Dành cho Người tham gia - Tạo sự khác biệt qua ngôn ngữ cho người sử dụng NDIS (PDF 3.5MB)
- Bản Tôn chỉ Dịch vụ Dành cho Người tham gia - Tạo sự khác biệt qua ngôn ngữ cho người sử dụng NDIS (DOCX 64KB)
