Knowing When to Make a Complaint

As an NDIS participant, you have the right to quality services that meet your needs. If something doesn’t feel right or you’re unhappy with a service, you can make a complaint. In this module, we’ll cover when to make a complaint, how to do it, and what to expect from the process.

Your Rights as an NDIS Participant

You have the right to:

• Quality Services: Supports that are safe, effective, and meet your needs.
• Respect and Dignity: Being treated with respect and kindness.
• Choice and Control: Deciding who provides your services and how they’re delivered.
• Raise Concerns: Speak up if services don’t meet your standards or if you’re not treated respectfully.

When to Make a Complaint

Consider making a complaint if:

1. Service Issues: The service doesn’t meet your needs or feels unsafe.
2. Provider Conduct: If a provider treats you disrespectfully or behaves inappropriately.
3. Breach of Rights: If your rights as an NDIS participant are not respected.
4. Unresolved Concerns: If you’ve already raised an issue with the provider and it hasn’t been resolved.

Example Situations:

• A provider does not show up for scheduled sessions repeatedly.
• You feel that your provider is not listening to your needs.
• Your provider charges more than the agreed rate without discussing it with you first.

Learn more about your rights on the NDIS Quality and Safeguards Commission website.

How to Make a Complaint

1. Start with the Provider
• Speak directly with your provider about the issue. Many issues can be resolved by simply discussing them with the provider.
2. Contact the NDIS Quality and Safeguards Commission
• If the provider does not resolve the issue, you can make a formal complaint to the NDIS Quality and Safeguards Commission.
• You can make your complaint online, by phone (1800 035 544), or in writing.
3. Anonymous Complaints
• If you don’t feel comfortable sharing your identity, you can make an anonymous complaint. However, keep in mind that this might limit follow-up options.

What to Include in Your Complaint

• Your name and NDIS number (if you’re comfortable sharing them).
• Details of the service and provider.
• A description of the issue and how it’s affecting you.
• Any actions you’ve taken so far to resolve it.

Submit a complaint to the NDIS Quality and Safeguards Commission.

What to Expect After Making a Complaint

1. Acknowledgment: The Commission will confirm they’ve received your complaint.
2. Investigation: They may investigate by contacting you, the provider, and other relevant parties.
3. Outcome: The Commission will provide you with the outcome, which might include:
• Asking the provider to make changes.
• Offering you additional support.
• Disciplinary action if the provider is found to have breached standards.

Requesting a Review:

• If you’re unhappy with the outcome, you have the right to request a review or seek further assistance from advocacy services.

Activity: Identifying When to Make a Complaint

1. Think of a recent service experience where you felt fully satisfied or unsatisfied.
2. Write down one reason why it met or didn’t meet your standards.
3. Decide if the issue could have been resolved by talking to the provider, or if it needed outside help (like a complaint to the Commission).

Helpful Links

• NDIS Quality and Safeguards Commission Complaint Guide: https://www.ndiscommission.gov.au/participants/complaints
• NDIS Participant Rights and Responsibilities: https://www.ndiscommission.gov.au/participants/rights-and-responsibilities