The National Disability Insurance Agency (NDIA) manages the National Disability Insurance Scheme (NDIS).
We investigate complaints about Australian Government agencies including the NDIA.
We are independent and impartial and our service is free.
It is important that you read the information below before you make a complaint.
What we do:
- We can investigate complaints about the NDIA.
- We consider all complaints but not all complaints are investigated.
- We will always contact you in response to your complaint and give you reasons for our decisions.
- We may suggest other options available to you.
- We can make suggestions and recommendations to NDIA about a better way of doing things.
What we cannot do:
- We cannot help with complaints about an NDIS service or support. We encourage you to raise your concern or complaint with your provider first. 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, South Australia, Australian Capital Territory, Northern Territory, Queensland, Tasmania and Victoria, and have a complaint about a support or service you have received under the NDIS, you can contact the NDIS Quality and Safeguards Commission.
- If you are in Western Australia existing arrangement for making complaints remain in place until July 2020
- We cannot investigate every complaint we receive about the NDIA.
- We cannot advocate for you or give you legal or similar advice.
- We cannot direct the NDIA to take action or change a decision.
If you want the NDIA to change a decision, you can ask for a review. Many decisions made by the NDIA can be reviewed, including:
- being accepted as an NDIS participant
- decisions about reasonable and necessary supports, and
- decisions about becoming a registered NDIS provider.
If you disagree with a review decision by the NDIA, you may be able to ask the Administrative Appeals Tribunal to review the decision.
Before you complain to us
You should try to resolve your complaint with the NDIA first. This is usually the quickest way to resolve a complaint.
You can complain to the NDIA via e-mail to firstname.lastname@example.org or by phoning 1800 800 110.
Allow the NDIA 21 working days to respond to your complaint.
How to complain to us
Contact us if you are not satisfied with the NDIA’s response to your complaint.
If you can, use our online form to submit your complaint.
You can also 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?
We have to decide if your complaint is about something we can investigate. If we cannot investigate your complaint, we will explain why.
When we receive your complaint, 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 NDIS plan.
With your consent, we may contact the NDIA to explain or transfer your complaint. We will ask the NDIA to contact you within five working days to try to resolve your complaint.
If we decide to investigate we will ask the NDIA questions. If the NDIA has made a mistake or something is clearly wrong, we can ask the NDIA to fix it.
An investigation may not resolve your issues as we cannot direct the NDIA to take action or change a decision. However, we may be able to give you a better explanation about the NDIA’s processes, procedures or decisions.