Rights to Safety & Quality: What to Do When Support Fails

Safety & Quality: Your rights in plain English

When you receive NDIS support, you have a right to be treated with respect and to feel safe. This means supports should be delivered with care and skill, follow infection control and safe work practices, and match what your plan says you need. If something feels unsafe, humiliating, or not up to standard, you can raise it. You don’t need to “prove” you’re right before you speak up.

If your provider (or worker) isn’t doing what they promised, start by checking the basics: what was agreed in your support plan, what the provider’s service agreement says, and how quality issues are handled. Keep notes of dates, times, what happened, and who was involved. If you’re using plan management, you may also be able to see invoicing or service details through MyMoney NDIS (www.planmanager.net.au), which can help you confirm whether supports were delivered as expected.

Key takeaway: Safety and quality problems should be reported early and in writing, and you’re entitled to a timely response.

To make sure you get fair outcomes, ask for a clear explanation and a practical plan to fix the issue. If the response isn’t good, you can escalate the concern through the provider’s complaints process, then request assistance from an independent advocacy service. You can also compare providers with My Care Finders to help you choose support that better matches your needs and expectations, including quality and safety standards. If support fails repeatedly, consider whether you want to change providers or update your NDIS supports through your plan review.

• Tell the provider what happened and what you need to change (be specific).
• Ask for the outcome in writing and a timeframe to fix the issue.
• Use your records to support your complaint, and request a meeting if needed.
• If safety is urgent, contact emergency services or NDIS appropriate supports right away.