Working with providers
Making a Complaint About a Provider
You have the right to complain without being threatened, disadvantaged or treated unfairly.
You can speak to the provider
They should have an accessible process for receiving and resolving complaints.
You can go straight to the Commission
You do not have to complain to the provider first.
You can get support
A family member, friend, advocate or representative can help you.
Plain language guide
The detail, broken into useful sections.
Read the sections that matter to you. The content has not been shortened or changed, only organised so it is easier to scan.
What you can complain about
- A support was not delivered, was late, or was poor quality
- A worker treated you disrespectfully, or ignored your instructions
- You were charged incorrectly, or pressured to accept a service
- Your privacy was breached
- A complaint was not handled properly
- You felt unsafe
- A provider did not follow the Service Agreement, or acted dishonestly
- You experienced discrimination, or were not involved in decisions
- Services were ended unfairly or without proper planning
Complaining to the provider
Speak with a worker or manager, call, email, write, complete a form, or ask someone to do it for you. Explain what happened, when, who was involved, how it affected you, what outcome you want, and whether anyone remains at risk. Keep a copy of anything written and any response.
You do not have to complain to the provider first
Go straight to the NDIS Commission if you do not feel safe, the provider is involved in the concern, you fear retaliation, the matter is serious, they have not responded, or you simply prefer independent assistance.
What the provider must do
Make it safe to complain, provide accessible complaint information, take it seriously, respond promptly, keep records, involve you, explain the outcome, protect your privacy, identify improvements, and refer serious matters onward where required. A provider must not threaten or punish you for complaining.
Contacting the NDIS Commission
Phone 1800 035 544. TTY 133 677. Through the National Relay Service, ask for 1800 035 544. You can also submit online.
Anonymous and confidential complaints
You can complain openly, confidentially or anonymously. Anonymous means the Commission does not record your identity, which may limit their ability to update you or investigate details. Confidential means they know who you are but limit disclosure of identifying information.
What the Commission cannot decide
Eligibility, funding amounts, which supports the NDIA funds, plan variations or reassessments, or reviews of NDIA decisions. Those go to the NDIA. A complaint about a provider is a different thing from a review of an NDIA decision.
SCL Support Services
What SCL can help with
You may complain to SCL by:
- Speaking with a worker or a manager
- Calling or emailing us
- Completing our feedback and complaints form
- Asking an advocate or representative to contact us
You may also go straight to the NDIS Commission — you are not required to raise it with SCL first. Making a complaint will not result in retaliation or the unfair loss of your supports.
Official information
This page explains things in plain language. The NDIS is the authority on the rules, and they change. Check the official pages for the current position.
Last checked: August 2026
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