Friday, February 24, 2017
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If you have individually encountered a problem in your interaction with the NDIS you should consider using the Scheme’s complaint and review mechanisms to resolve it. 

If you wish to give feedback, the NDIA recommends that you:

  •        Provide feedback directly to front-line staff
  •        Alternatively, send an email to feedback@ndis.gov.au or call 1800 800 110.

I   If you wish to make a complaint, you can lodge that complaint:

  •        At any of the NDIA offices,
  •        By phone (on 1800 800 110)
  •        Send an Email
  •        In writing
  •       In your preferred language

If you are dissatisfied with the outcome of your complaint you can ask for a supervisor or manager to review your complaint and how it was handled. If you are not satisfied about the way your complaint was then managed, you may seek assistance from the Commonwealth Ombudsman.

If you wish to complain about, or challenge, a decision made by the agency, you can lodge an application for review first within the NDIA (internally) and then to the Administrative Appeals Tribunal(externally). A person who is directly affected by a “reviewable decision” may request an internal review, which itself can be reviewed by the AAT (Find an explanation on DANA’s Advokit-NDIS website).

The External Merits Review – Support Component assists applicants in applicants in navigating the process of AAT review of NDIA decisions. In the ACT this is provided by ACT Disability, Aged and Carer Advocacy Services.

If you wish to complain about a specific disability service, the ACT Disability and Community Services Complaints Commissioner (at the ACT Human Rights Commission) considers complaints about the provision of community and disability services in the ACT. Complaints can be made about a service provider that has failed to provide an appropriate service or is in breach of any of the standards, legislation or principles applicable to disability and community service providers in the ACT.

Australian Consumer Law protections are available through the ACT Office of Regulatory Services. Information about the rights of consumers can be found at the Australian Competition & Consumer Commission website, which includes information for consumers buying disability-related products and services.