Making a complaint about the quality of services or supports under the NDIS
People with disability have the right to complain about the services they receive. Most NDIS providers do their best to provide quality supports and services to people with disability, but issues can occur. If you have a concern about your current NDIS supports or services, it is important that you talk about it.
Complaints are important—they can help providers like Lightning Mobility improve the quality of services they provide, so your complaint can help other people too.
If you feel comfortable, you are encouraged to raise your concern or complaint with your provider first, as this is often the best way to have your issue resolved quickly. If the provider is unable to resolve your concern or complaint, then you should seek further support.
You may seek support from family, friend or an independent advocate to support you in making a complaint.
If you are in New South Wales or South Australia, a complaint can be made to the NDIS Commission by:
- Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
- National Relay Service and ask for 1800 035 544.
- Completing a complaint contact form.
The NDIS Commission can take complaints about:
- services or supports that were not provided in a safe and respectful way
- services and supports that were not delivered to an appropriate standard
What happens when you make a complaint?
Your complaint will be acknowledged and a NDIS Commission complaints resolution officer will arrange a time to talk to you to understand the concerns you are raising. They might ask you:
- for enough information so they can understand the issues involved and any immediate concerns
- if you are making a complaint on behalf of an NDIS participant, whether they can speak to them to seek their input and understand their concerns
- for your permission to speak to the NDIS provider about your complaint, and to seek further information and documents from them
The NDIS will send you written confirmation of the issues raised in your complaint, and the outcomes you are seeking. Your consent is required to start the resolution process.
Click on the link to download the NDIS HOW TO MAKE A COMPLAINT INFORMATION BROCHURE