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Making a complaint about NDIS services

The NDIS Commission can take complaints about:

• NDIS services or supports that were not provided in a safe and respectful way
• NDIS services and supports that were not delivered to an appropriate standard
• How an NDIS provider has managed a complaint about services or supports provided to an NDIS participant

FPDN supports the use of external mechanisms in order to receive feedback or complaints from clients. If clients are in New South Wales, South Australia, the Australian Capital Territory, Northern Territory, Queensland, Victoria or Tasmania and have a concern about NDIS supports or services, complaints can be made to the NDIS Commission by:

Phone: 1800 035 544 (Free call from landlines)
TTY: 133 677 (Interpreters can be arranged)

The National Relay Service (NRS) can help you if you’re deaf or find it hard to hear or speak to hearing people on the phone:
Phone: 1800 555 660
TTY: 1800 555 630
FAX: 1800 555 690
SMS: 0416 001 350
Email: [email protected]
Post: PO Box 99, Mount Clear, VIC 3350
Chat: nrschat.nrscall.gov.au/nrs/internetrelay
Video: nrschat.nrscall.gov.au/nrs/contactus
Online: Complaint Form

Making a complaint about conditions at work

The Disability Complaints Resolution and Referral Service (CRRS) is a free service for people with disability who are users of Australian Government funded: Disability Employment Services (DES); Australian Disability Enterprises (ADE); and/or Disability Advocacy services.

What type of complaints can be made to the CRRS?

These can include issues such as:

• Not getting the right pay
• Unsafe or poor employment conditions
• Not being respected and valued at work
• Not receiving the training you need to find, keep, or do a new job
• Not getting a service or support that you should be provided with
• Not being allowed to make a complaint or ignoring your complaint
• Abuse and neglect
• Being unfairly exited from a service.

Telephone: 1800 880 052
The National Relay Service:
Phone: 1800 555 677 (National Relay Service) and ask for 1800 880 052

Making a complaint about Advocacy Services

The Australian Government Department of Social Services provide a Disability Advocacy Finder Service which can be accessed through the National Disability Advocacy Finder

The National Disability Insurance Scheme Act 2013 defines an independent advocate, in relation to a person with disability, to mean a person who:

• Is independent of the Agency, the Commission and any NDIS providers providing supports or services to the person with disability
• Provides independent advocacy for the person with disability, to assist the person with disability to exercise choice and control and to have their voice heard in matters that affect them
• Acts at the direction of the person with disability, reflecting the person with disability’s expressed wishes, will, preferences and rights is free of relevant conflicts of interest.

Disability Complaints Resolution and Referral Service (CRRS)
Telephone: 1800 880 052
The National Relay Service:
Phone: 1800 555 677 and ask for 1800 880 052

Or contact Aged and Disability Advocacy Australia:
Phone: 1800 818 338