The National Disability Insurance Agency (NDIA) manages the National Disability Insurance Scheme.
What we can help with:
We can take complaints about the National Disability Insurance Agency.
What we cannot help with:
We cannot help with complaints about an NDIS service or support. If you feel comfortable, we encourage you to raise your concern or complaint with your provider first, as this is often the best way to have your issue resolved quickly. All registered NDIS providers must have a complaints management and resolution system in place.
If you are in New South Wales or South Australia and have a complaint about a support or service you have received under the NDIS, contact the NDIS Quality and Safeguards Commission.
If you are in another state or territory, existing arrangements for making complaints remain in place, until:
- 1 July 2019 for the Australian Capital Territory, Northern Territory, Queensland, Tasmania, and Victoria
- 1 July 2020 for Western Australia.
Before you make a complaint
Try to resolve your complaint about the NDIS with the National Disability Insurance Agency before complaining to us. You can complain to the National Disability Insurance Agency via e-mail to firstname.lastname@example.org or by phoning 1800 800 110.
The National Disability Insurance Agency will need 21 days to respond to your complaint.
How to make a complaint
If you are not satisfied with the agency’s response to your complaint, you can then contact us.
If you can, use our online form to submit your complaint.
Alternatively, you can call us on 1300 362 072. If you are hearing, sight or speech impaired, you can contact us through the National Relay Service:
- TTY users phone 133 677 then ask for 1300 362 072.
- Speak and Listen users phone 1300 555 727 then ask for 1300 362 072.
- Internet Relay users connect to the National Relay Service then ask for 1300 362 072.
What happens after I make a complaint?
First, we have to decide if your complaint is about something we can investigate.We do not always investigate a complaint. If we cannot investigate your complaint, we will explain why.
When we receive your complaint, one of our staff will contact you. Depending on your preference, this will be by phone or email. We may ask you to provide extra information, such as a copy of your National Disability Insurance Scheme plan.
We may contact the National Disability Insurance Agency and explain your complaint. The agency will contact you within five working days to try to resolve your complaint.
If your complaint is more complex, we may investigate and ask the National Disability Insurance Agency questions.
An investigation may not always resolve your issues as we cannot direct the National Disability Insurance Agency to take specific actions. However, we may be able to provide you with a better explanation about the National Disability Insurance Agency’s processes, procedures and decisions.