You can fill in a online feedback form to provide feedback to the NDIA.
Complaint form instructions
You can also fill in a hard copy complaint form. Open the Word form available on this page. If the document opens in a 'View only' mode, you will have to 'Enable editing'. The document is a Read only document so you should save it to your computer before filling it in.
To fill in the form, simply click or place the cursor in the grey fields after each heading and start typing. Move from one field to the next using your mouse or tab key. Below are the headings contained in the form; you can copy these into your own document if you prefer.
When you have filled out the complaints form:
- email your form to: firstname.lastname@example.org
- post your form to: National Disability Insurance Agency, GPO Box 700, Canberra ACT 2601
- drop your form off at any National Disability Insurance Scheme office.
Feedback about dealing with the NDIA
We believe our frontline 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 NDIA office.
You can also send an email to email@example.com or call us on 1800 800 110. If we can’t help you, we will try to refer you to someone who can.
Making a complaint about the quality of services or supports
The NDIS Quality and Safeguards Commission (NDIS Commission) is a new independent Commonwealth agency established to improve the quality and safety of NDIS supports and services.
The NDIS Commission is now in operation in all states and territories except Western Australia.
For information about making a complaint, visit the NDIS Commission website (external) (External website).
Until 1 July 2020 when the NDIS Commission is in place in Western Australia, NDIS participants, providers and workers are covered under Western Australia's existing quality and safeguards system.
What happens when you make a complaint?
We will resolve your complaint as quickly as possible at your local office. Our Complaints Procedure requires that we:
- take immediate action where there appears to be a high risk of harm, neglect or abuse
- aim to acknowledge complaints within the next business day from receipt
- call you within two business days of acknowledgement
- aim to resolve complaints within 21 business days of receipt
- publish information on our performance.
When we contact you to talk about your complaint we 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 your complaint can provide you with information about how similar 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. After this, if you are still not satisfied, you may seek assistance from the Commonwealth Ombudsman:
- call: 1300 362 072
- web: Commonwealth Ombudsman: Making a complaint (external) (External website).
If you don't agree with a decision
If you think that a decision made by the NDIA is wrong you can lodge an application for internal review of a decision.