Rights to Fair Treatment: Speak Up and Stay in Control

What “fair treatment” means in the NDIS

“Fair treatment” in the NDIS means you are treated with respect, dignity, and equality, and that your supports are delivered safely and in line with your plan. It also means you have a real say in how your support works in everyday life, including who provides support, what goals you are working towards, and how you prefer things to happen.

Fair treatment includes being listened to, getting clear information, and not being pressured. Providers should work with you (and your nominee if you choose) to understand your needs, communicate in a way you can understand, and take your preferences seriously. If something isn’t right—like poor communication, unsafe support, missed visits, or not following your participant plan—you can raise it and expect it to be addressed.

It also means your rights apply whether you choose Agency Managed, Plan Managed, or Self Managed supports. For Plan Management, you can check what has been claimed and how supports are paid through MyMoney NDIS (www.planmanager.net.au). If you’re unsure how budgeting or invoices work, ask your plan manager and keep records.

Key takeaway: Fair treatment means you don’t have to tolerate problems—speak up early, document what happened, and ask for a clear fix.

You can compare providers and make informed choices. My Care Finders can help you understand options and differences between providers, so you can choose the supports that fit your goals and comfort level. If you need to make a complaint, ask the provider for their complaints process first, then escalate if needed. Keep notes (dates, times, what was said, who was there) and share them with your support coordinator, plan manager, or local advocacy service.

• Ask: “How will you support my preferences and goals?”
• Check: Are supports delivered as agreed in your plan and budget?
• Record: Keep simple notes of incidents or missed supports.
• Speak up: Raise concerns promptly and request a clear outcome.