External complaints
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, 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 from anyone 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
For 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.
In addition, Aged and Disability Advocacy Australia can be contacted
on 1800 818 338.