NDIS and NDIA – Appeals and Complaints

Appeals and Complaints

The below information is available from the NDIS website, ndis.gov.au.

The National Disability Insurance Agency (NDIA) welcomes feedback, including complaints. The agency believes people have a right to speak up as it helps it to see what works, what doesn’t and where the agency can make improvements to products and services

If you think that a decision made by the NDIA is wrong you can lodge an application for internal review of a decision.

How to Lodge a Complaint about the NDIA

If you are not satisfied with your treatment from NDIS you can provide NDIS feedback or complaints.

Below is a snapshot summary:

Step 1. Make a complaint to the NDIS Quality and Safeguards Commission (NDIS Commission) – This is an independent Commonwealth agency established to improve the quality and safety of NDIS supports and services. ndiscommission.gov.au

What happens when you make a complaint to NDIS Quality and Safeguards Commission?

They will resolve your complaint as quickly as possible at your local office. Their Complaints Procedure requires that they:

• 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 their performance.

They will contact you to talk about your complaint and may ask you to provide more information to help them understand the nature of your complaint.

They will contact the person or organisation you are complaining about, provide them with details and ask for their comments and relevant information. They 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.

If you are still not satisfied then undertake step 2.  

Step 2. Complain to the Commonwealth Ombudsman If you are still not satisfied, you may seek assistance from the Commonwealth Ombudsman:

• Phone: 1300 362 072
• Web: Commonwealth Ombudsman – Making a complaint

Where to Get Help for a Review of a Plan or Decision

1. Speak to your Local Area Coordinator (LAC)
2. If still not resolved, seek advocacy support to assist you to obtain a review [follow this link to find advocacy support in your area Disability Advocacy Finder]

Where to Get Help for an Appeal of an NDIA Decision

Your Right to Information

Qld Law Handbook – Freedom of Information

Information about Disability Advocacy

Dept Social Services – Disability Advocacy and why it is important

Dept Social Services – National Disability Advocacy Program

Disability Advocacy Service Finder