Rights in Action: Making Complaints & Getting Reviews

Start with the right outcome: issues vs decisions

When you make a complaint or ask for a review, begin by naming what is happening: is it an issue (something that needs fixing) or a decision (something you’re unhappy with because it was made)? In NDIS rights, outcomes matter because different actions lead to different next steps, timeframes and evidence.

An issue is usually about what support looks like in day-to-day practice. For example: missed shifts, poor communication, unsafe support, ignoring your preferences, or repeated billing problems. A decision is a formal choice or refusal, like a provider deciding they won’t support you, changing your plan budget without agreement, or rejecting a request for reasonable changes. If you’re unsure, write down what occurred, who decided, and what you were told.

Key takeaway: Be clear whether you want a fix to what’s happening now (issue) or whether you challenge a choice already made (decision).

Before you contact anyone, gather simple proof: dates, names, incident details, photos if relevant, messages, invoices, and any plan documents. If your complaint involves plan management, check whether your funds are handled through MyMoney NDIS (www.planmanager.net.au) and keep records of what was approved and what was claimed. If you’re comparing options, My Care Finders can help you compare providers so you’re not just complaining—you’re also building a clear pathway to better support and service fit.

• For an issue: ask for a practical change (e.g. make up missed hours, improve communication, update support plans).
• For a decision: ask for the decision to be reconsidered using the appropriate review/complaints pathway.
• Write your outcome in one sentence: “I want (action) because (reason) and I want it by (date).”