Working with providers
Reporting Unsafe or Poor Quality Support
Speak up when support is unsafe, disrespectful, dishonest or below an appropriate standard.
Act immediately when there is danger
Call 000 when someone is seriously injured, very unwell or in immediate danger.
Report provider concerns
The NDIS Commission receives concerns about quality, safety and conduct.
Keep relevant information
Record what happened and preserve evidence where it is safe to do so.
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.
Key information
Immediate danger — call 000 first
Serious assault, urgent medical help, a crime occurring, someone missing and at serious risk, a fire or other emergency. Contact emergency services before the provider or the Commission.
What counts
- Abuse, neglect, exploitation, violence or sexual misconduct
- Unsafe personal care, medication errors or unsafe manual handling
- Workers without the skills required, or failing to follow health instructions
- Missing or unreliable supports
- Dangerous equipment or modifications
- Privacy breaches, dishonest claiming or unfair pricing
- Discrimination, threats or intimidation
- Restrictive practices used without proper authority
- Ignoring complaints, or support stopping without safe planning
You do not need to know which law or rule may have been broken before reporting.
Move to safety
Leave the unsafe location, contact someone you trust, avoid confronting a dangerous person, get medical help, follow your emergency plan, and contact police where a crime may have occurred. Do not put yourself at greater risk to collect evidence.
Contacting the NDIS Commission
Phone 1800 035 544. TTY 133 677. Through the National Relay Service, ask for 1800 035 544. You do not have to contact the provider first.
Suspected fraud or dishonest claiming
Warning signs include claims for supports you did not receive, incorrect dates, more hours claimed than delivered, duplicate claims, a provider asking for your portal password, being asked to approve false records, funding used without permission, gifts or cash offered to access your plan, or pressure to buy unnecessary supports.
Report suspected fraud through the NDIS Fraud Reporting and Scams Helpline on 1800 650 717.
Protecting yourself after reporting
You can ask for a different worker, change providers, withdraw unnecessary consent, change information sharing permissions, ask an advocate for help, keep communication in writing, review claims against your plan, update emergency arrangements, request records, and ask the Commission how your information will be handled.
A provider must not threaten or punish you for reporting a concern.
SCL Support Services
What SCL can help with
When you report an unsafe or poor quality SCL support, we will:
- Listen, and consider immediate safety first
- Arrange urgent assistance where required
- Record the concern and preserve relevant records
- Notify responsible managers and follow incident and complaint processes
- Make required external reports
- Support replacement or continuity arrangements
- Keep you informed where appropriate and protect your privacy
- Take action to prevent it happening again
You may report directly to the NDIS Commission without reporting to SCL first. That is your right, and it will not affect 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
Need this in Easy Read, large print or another language? Ask us and we will arrange it.