What to do if something goes wrong with an NDIS provider

Sometimes things go wrong. A worker does not turn up. A bill looks wrong. A provider makes you feel unsafe. You have rights and options. This guide shows what you can do, step by step.

First, make sure you are safe

If you or someone else is in danger, call 000.

If someone could be harmed soon but it is not an emergency, call the NDIS Commission as soon as you can on 1800 035 544.

If you are in distress, Lifeline is on 13 11 14. If you have been hurt or are scared, 1800RESPECT is on 1800 737 732.

You do not have to deal with a problem alone. You can ask a friend, carer, advocate or support coordinator to help.

Step 1: Write down what happened

Keep it simple. Note:

• the date and time
• who was there
• what happened
• what was said
• any messages, invoices or photos

This helps if you need to explain later. Keep copies.

Step 2: Raise it with the provider

Many problems can be fixed by talking. Say what went wrong and what you want to happen. Do it in writing if you can. Ask for a reply by a certain date.

Look at your service agreement. It should say how to raise problems. Providers should have a way for you to give feedback or complain.

You do not have to do this step. If you feel unsafe, or do not want to speak to the provider, go straight to Step 4.

Step 3: Change providers if you want to

You can change providers at any time. You do not have to put up with poor service.

To avoid a gap in your supports:

1. Find a new provider first. See how to choose a support worker.
2. Agree a start date.
3. Give notice to the old provider, following your service agreement.
4. Tell your plan manager or support coordinator.

Step 4: Contact the NDIS Commission

The NDIS Quality and Safeguards Commission handles complaints about providers and workers. This includes registered and unregistered providers.

• Phone: 1800 035 544. If you use the National Relay Service, ask for that number.
• Online: use the Commission's form if you cannot call during opening hours or prefer to write.
• Anonymous: you do not have to give your name.
• With help: a family member, friend, advocate or guardian can help you.

Tell them who and what you are complaining about, and what happened when you raised it with the provider. If you are unhappy with the Commission's decision on a complaint, you can ask it to reconsider. The Commission says to ask within 42 days of being told the decision.

You can read what breaches look like in NDIS Code of Conduct in plain English.

Step 5: Report fraud or scams

If you think someone is committing fraud, or you got a scam, report it to the NDIS Fraud Reporting and Scams Helpline on 1800 650 717 or use the online form. See red flags: NDIS scams and inducements.

If the problem is with the NDIS itself

Complaints about the Commission and complaints about the NDIA are different.

If you disagree with a decision by the NDIA, such as about your plan, you can ask for an internal review.

1. Ask the NDIA within three months of receiving the decision in writing.
2. Say what decision you expected and why.
3. The NDIA aims to finish within 60 days.
4. If you still disagree, apply to the Administrative Review Tribunal within 28 days of the internal review decision. The Tribunal might give you more time in some cases.

You can call the NDIS on 1800 800 110. You can also get help from an advocate, support coordinator, friend or family member. See NDIS plan reassessment: what to expect.

Other places to get help

• Police, if a crime may have happened.
• eSafety Commissioner, if someone is hurting you online. See esafety.gov.au.
• Your bank, if money was taken.
• Disability advocacy services, which are free and help you speak up.

If it happened through Goodo

On Goodo you can tap Report on any video, comment, message, person, group or event. Tell us what happened. We read every report. We will tell you what we did. If a provider breaks our rules, we can remove content and badges, and may refer serious matters to the NDIS Commission. We do not replace the Commission, and we cannot make a provider repay money.

Remember

You did not cause the problem. You have the right to be safe, respected and heard.

Who can help you through it

You do not need to explain everything on your own. These people can help:

• A trusted person. A friend, family member or carer can come to meetings or make calls with you.
• An advocate. Disability advocacy services are independent and help you speak up. Ask your NDIS contact or support coordinator how to find one.
• A support coordinator. They can help you find a new provider and keep your supports going.
• Your plan manager. They can tell you what has been paid, which helps if there is a dispute about a bill.

Tell the people who help you what you want. Do you want to fix the problem? Make a complaint? Stop using the provider? Knowing your goal makes it easier to pick the next step.

About this guide

Goodo is independent. We are not part of, or endorsed by, the NDIA or the NDIS Quality and Safeguards Commission. This is general information, not legal advice. Rules change, so check ndis.gov.au or call the NDIS on 1800 800 110 about your own situation.