Your NDIS Rights Playbook: How to Request Reviews, Raise Complaints, and Resolve Issues

Knowing where to begin can be the hardest part. Your first step depends on the type of issue. The golden rule is to try to resolve the issue at the lowest level first, as this is often the quickest path to a solution.

If your concern is directly with a service provider (e.g., a support worker not showing up, a therapy service not delivered as agreed), your first contact should be with that provider's manager or complaints officer. Contact them in writing (email is best) to clearly state the problem. This gives them a fair chance to fix it.

If the issue is with your NDIS plan itself—like you believe a funding decision is wrong, your plan doesn't meet your needs, or you're unhappy with a plan review outcome—your path is to request an internal review by the NDIA. You must do this within three months of receiving the decision.

For urgent health and safety risks, or if you're not getting the basics you need to live safely, contact the NDIS Commission immediately. They handle serious complaints about providers, including issues of neglect, abuse, or unauthorised use of funds.

Key takeaway: Start with the provider for service issues, the NDIA for plan issues, and the NDIS Commission for serious provider conduct concerns.