NDIS Quality and
Safeguarding Commission &
Complaints Processes
What is The NDIS Quality and Safeguards Commission?
If you are not sure who to contact, the NDIS Quality & Safeguards Commission
can help to connect you with the right organisation.
Where to go with a complaint
I’m not happy
with NDIS funded
services
The National Disability Insurance Scheme (NDIS) Quality and Safeguards I’m not happy with
Commission (NDIS Commission) is an independent government body that the NDIA’s actions
works to improve the quality and safety of NDIS services and supports. or decisions
➜
➜
The NDIS
Commission
NDIA or
Commonwealth
Ombudsman
➜
1800 035 544
1800 800 110
➜
www.ndis.gov.au
www.ombudsman.
gov.au
What they do
You can contact The NDIS Quality and Safeguards Commission if you feel
unsafe or unhappy with your NDIS supports or services.
We encourage you to talk directly to your provider first to see if you can
Find links on the
I’m not happy with
a service provided
by another agency
➜
or body
Your state
or territory
➜
complaints body
resolve your concerns. All registered providers must have an effective
complaints management system. If you are not confident to speak to the
gov.au
It’s always okay to speak up. Their complaints service is independent and free. The NDIS Quality and Safeguards Commission will acknowledge your complaint
How to make a complaint
Who can make a complaint
Anyone can complain about NDIS funded services provided to a person with
disability. This includes NDIS participants, other people with disability, friends,
”
ndiscommission.
How the NDIS Quality and Safeguards Commission handle
complaints
changes to the way supports are delivered.
“
website www.
provider or you are not satisfied with the result, you can talk to them.
Making a complaint can lead to improved services, communication and
We deliver quality
services that
support individuals
to achieve
positive health
and wellbeing
outcomes.
NDIS Commission
and may ask for more information. You can let them know your preferred
method of communication. In helping to resolve a complaint, they may:
• request information and documents to help clarify the issues
• help you to talk to the NDIS provider
• with your consent, speak to the NDIS provider about the issues
• talk to you about the information we receive from an NDIS provider
families, carers, advocates, workers, or any other person who wishes to make a Sometimes a complaint may be referred to conciliation or investigation.
complaint. A conciliation meeting helps people to understand the issues and reach
What complaints they take
You can make a complaint to the NDIS Quality and Safeguards Commission
agreement on how a complaint can be resolved. An investigation may be
conducted if the issues raised in the complaint involve serious concerns or risks
to people with disability.
about the quality or safety of supports and services provided by any NDIS
provider. They take complaints about whether NDIS services have been As part of this, they may request further documentation, contact people
provided in a safe way and to an appropriate standard. You can also make a involved in the complaint, visit the service provider or talk to other people
complaint to them about how an NDIS provider has responded to a complaint. affected by the issues including other people with disability and staff. If a
If you or someone making a complaint on your behalf is concerned about how complaint raises a serious compliance issue, they have powers to take action.
you will be treated, you can make a confidential complaint. This may influence You may withdraw a complaint at any time by letting the NDIS Quality and
how the NDIS Commission can take action. Safeguards Commission know.
What complaints they don’t take Complaints about the NDIA, access and If you’re unsure about who to contact or what to do about an issue, the NDIS
participant plans are managed by the NDIA. You can also complain about the Quality and Safeguards Commission can give you advice or help you find the
NDIA, or the NDIS Commission, to the Commonwealth Ombudsman. right place to go.
The NDIS Quality and Safeguards Commission handle complaints about Make a complaint
NDIS services in places in which they are operating. This is because the NDIS
Commission is being rolled out gradually.
The NDIS Quality & Safeguards Commission are available from:
• 1 July 2018 in New South Wales and South Australia
Call: 1800 035 544 (free call from landlines)
Complaint contact form: www.ndiscommission.gov.au
National Relay Service: www.relayservice.gov.au then 1800 035 544
Translating and Interpreting Service: 131 450
• 1 July 2019 in the Australian Capital Territory, Northern Territory, Queensland,
Tasmania and Victoria
• 1 July 2020 in Western Australia.
10 EBL QUARTERLY NEWSLETTER
EBL QUARTERLY NEWSLETTER 11