The National Disability Insurance Agency ('NDIA') is an independent agency responsible for implementing and administering the National Disability Insurance Scheme ('NDIS'). The NDIA assesses individuals' eligibility for the NDIS, prepares NDIS plans for participants, and supports the disability community and sector. If you have complaints about the NDIA, you can report them directly to the agency.
What types of complaints can you make?
Complaints can be made about the conduct of the NDIA, including decisions made by it with respect to participation in the NDIS. The NDIA can receive complaints about:
- Reviewable decisions: Certain decisions made by the NDIA are reviewable decisions. If you disagree with a reviewable decision made by the NDIA, you may request that the relevant decision is reviewed by another person within the NDIA other than the original decision maker.
- Transparency: The NDIA should make it easy to access and understand the information it provides and the decisions it makes.
- Reasons for decision: The NDIA should provide you with information to help you to understand a decision they have made.
- Respectful treatment: The NDIA should listen to you with respect when discussing your experiences.
- Unreasonable delays: The NDIA should perform their work as promptly as possible and without unnecessary delay. The NDIA has published Service Guarantees for time periods in which they must offer their services.
Jurisdiction:
The NDIA can act on complaints or requests to review decisions regarding its conduct in Australia.
Time Limitations:
Requests to review a decision must be made within 3 months of the decision.
The NDIA will not deal with complaints about:
The NDIA only accepts complaints about its own conduct, not those regarding service providers under the NDIS. Complaints about service providers should be directed to the NDIS Quality and Safeguards Commission.
Who can you make a complaint against?
You can make a complaint against:
- NDIA: The NDIA deals with complaints about its own conduct. The NDIA is responsible for assessing eligibility to participate in the NDIS, preparing and varying participation plans, and otherwise administering NDIS participation plans, including by appointing nominees for individuals participating in the NDIS.
The NDIS also implements plans, including providing funds to NDIS service providers where relevant funding has been approved in participation plans.
Are you eligible to make a complaint?
Who can make a complaint?
Anyone who is directly affected by a reviewable decision, can request that the relevant decision is reviewed.
Can a complaint be made on behalf of someone?
- You can make a complaint on someone’s behalf. However, unless you have their consent, for privacy reasons the NDIA may be limited in what information they can provide to you.
- You can ask someone such as a friend or family member to make a complaint on your behalf. You may need to confirm that you have consented to the complaint being made on your behalf.
The NDIA will not deal with complaints about:
You can lodge a complaint with the NDIA at any time, however, there are time limits if you are requesting that a formal decision is reviewed. Please see Step 2 “Time Limitations” for more information.
Additional information you need to know:
The NDIA’s services are free. You do not need a lawyer for the complaint process, but you can seek legal advice at any time.
What can this body do to help?
This body may provide:
- Resolution: If you request a review of a reviewable decision, the NDIA must review that decision and decide to either confirm the original decision, vary the original decision, or set the original decision aside and make a new decision. For all other complaints, the NDIA will seek to resolve your complaint and will keep you informed about the progress of your complaint as it is considered.
- Explanation or clarification: The NDIA may provide detailed information or clarification regarding decisions, policies, or procedures that may have led to the complaint.
- Plan Revisions: Modifications or updates to an NDIS participant's plan to better meet their needs, based on the complaint's context.
- Referral to Relevant Services: If the NDIA cannot address the complaint within its scope, it may refer the complainant to appropriate services or support systems.
- Apology or Acknowledgement: In cases where there has been a mistake or oversight, an apology or formal acknowledgement of the issue may be provided.
- Review and Follow-Up: Commitment to review internal processes or policies that led to the complaint, with follow-up actions to prevent future occurrences.
How to prepare your complaint
A request to review a decision can be made in writing or verbally to the relevant decision maker. Complaints can be lodged in writing or verbally. If you would like the assistance of an interpreter or translator this can be arranged by the NDIA free of charge.
Information to Provide:
Personal Details:
- You can choose to lodge your complaint anonymously. However, this may stop the NDIA being able to respond to you, being able to look into your concerns or being able to provide a comprehensive response to your complaint. If you are comfortable providing your personal information this should include your:
- First name
- Contact number
- Email and postal code
- The NDIA’s online complaint form will not progress unless you complete the above personal details fields.
Relevant Facts:
- You should provide details that answer the following questions.
- What your complaint is about? What did the NDIA do that you believe was wrong? When did they do it?
- Have you raised your concerns directly with your contact at the NDIA? If so, what happened after you raised your concerns with them?
- What do you want to happen for your complaint to be resolved?
- You should provide as much detail as possible to help the NDIA understand your complaint.
What NOT to include:
Do not make false or misleading statements.
Lodging your complaint and next steps:
Where to lodge your complaint:
- Online: Contact and feedback form
- Email: feedback@ndis.gov.au
- Telephone: 1800 800 110 Monday to Friday, 8am – 8pm
- In person: Visiting an NDIA office or speaking with your NDIS planner, Local Area Coordinator or Early Childhood Partner.
Next steps:
- Receipt: Your complaint will be acknowledged within 1 working day of receipt. When your complaint is acknowledged you may be asked for more information or documentation to help with the NDIA’s assessment. The NDIA will make contact with you within 2 days after receipt of the complaint.
- Resolution of complaint: The NDIA aims to resolve 90% of cases within 21 days, although more complex complaints can take longer to address.
- Additional information you need to know: You should try to provide all relevant information when you first lodge your complaint. This helps to ensure your concerns are understood and action can be taken as quickly as possible. You should update the NDIA about any changes that impact on your complaint, including if the problem has been fixed. It is a good idea to keep a copy of your complaint for your reference.
More information:
Refer to the factsheet provided below for more information.
