The National Disability Insurance Agency (NDIA) manages the National Disability Insurance Scheme (NDIS).

We consider 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 the 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 generally 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.
  • 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 it 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.

Information on the NDIA complaint handling process, including how to complain, is available here.

Allow the NDIA 21 working days to respond to your complaint. If you are not satisfied with the NDIA’s response to your complaint, you can contact us.

Always ask the NDIA for a ‘complaint reference number’. We will ask you for this if you contact us about your complaint.

How to complain to us

Contact us if you are not satisfied with the NDIA’s response to your complaint. To contact us:

  • Submit our online complaint form (preferred)
  • Call us on 1300 362 072
  • Contact us through the National Relay Service.
  • If you are a non-English speaking person, we can help through the Translating and Interpreter Service (TIS) on 131 450.

See our Contact Us page for other ways to make a complaint to us.

This diagram explains what happens when you complain to us.