Preparation
Know Your Rights
Understanding your rights, and how to use them. Covers your rights as an NDIS participant, your human rights, supported decision-making, how to make a complaint, and who can help.
- Step 1: Not sure who to contact? Tap the problem that sounds most like yours under 'Who do I contact?'.
- Step 2: Tap a phone number to call straight from your phone.
- Step 3: Read through each section - tap to expand it.
- Step 4: Save any questions you want to ask at your next meeting.
- Step 5: Note down any rights you want to look into further.
- Step 6: Keep a list of advocates and support people who can help you.
- Step 7: Print this page to take to a meeting, or keep it for your own reference.
This tool is designed to help with everyday communication and support - it isn't medical or clinical advice and doesn't replace guidance from a qualified professional. Read the full disclaimer.
Who do I contact?
Tap the one that sounds most like you.
I have a problem with my NDIS provider or support worker
- If it feels safe, tell the provider first. Ask how they handle complaints.
- Write down what happened, with dates.
- If it is not fixed, or it is serious, contact the NDIS Commission.
NDIS Quality and Safeguards Commission
Complaints about an NDIS provider or worker. You can complain without giving your name.
Disability Gateway (to find a free advocate)
A free, independent disability advocate can help you speak up, or speak up for you.
Someone is hurting me, or I don't feel safe
- If you are in danger right now, call 000.
- Tell someone you trust.
- You can report abuse, neglect or exploitation to the hotline below.
- If it involves an NDIS provider or worker, you can also tell the NDIS Commission.
Emergency services
If you or someone else is in danger right now.
National Disability Abuse and Neglect Hotline
To report abuse, neglect or exploitation of a person with disability.
NDIS Quality and Safeguards Commission
Complaints about an NDIS provider or worker. You can complain without giving your name.
I don't agree with an NDIA decision about my plan or access
- Ask the NDIA to look at the decision again. This is called an internal review.
- You need to ask within 3 months of getting the decision. You can ask by phone or ask your planner or local area coordinator.
- If you still don't agree after the internal review, you can ask the Administrative Review Tribunal (ART) to look at it. There is a time limit, so act quickly.
- A free disability advocate can help you through each step.
NDIS National Contact Centre (NDIA)
Questions, feedback and complaints about the NDIA, your plan or your access.
Disability Gateway (to find a free advocate)
A free, independent disability advocate can help you speak up, or speak up for you.
I'm unhappy with how the NDIA treated me
- Make a complaint to the NDIA first. Say what happened and what you want them to do.
- If the NDIA doesn't fix it, you can complain to the Commonwealth Ombudsman. It is free and independent.
NDIS National Contact Centre (NDIA)
Questions, feedback and complaints about the NDIA, your plan or your access.
Commonwealth Ombudsman
Complaints about Australian Government agencies, including the NDIA, if they haven't fixed the problem.
I was treated unfairly because of my disability
- This could be at work, school, a shop, on transport, or anywhere else.
- Write down what happened, when, and who was there.
- The Australian Human Rights Commission can give you information and take complaints about disability discrimination.
Australian Human Rights Commission
Information and complaints about discrimination.
Disability Gateway (to find a free advocate)
A free, independent disability advocate can help you speak up, or speak up for you.
I want someone on my side
- An advocate is free and independent. They work for you, not for the NDIS or your provider.
- They can come to meetings, help you understand letters, and help you make a complaint.
Disability Gateway (to find a free advocate)
A free, independent disability advocate can help you speak up, or speak up for you.
Need an interpreter? Call TIS National on 131 450 and ask them to call the service for you. If you are deaf or find it hard to hear or speak, you can use the National Relay Service.
Your rights as an NDIS participant
As an NDIS participant, you have the right to:
- Be treated with respect and dignity, and have your culture, identity, beliefs and relationships respected
- Make your own decisions, and get the support you need to make them - including support to understand your options
- Choose and change your own providers and supports
- Have your privacy respected, and know how your information is used
- Receive safe, quality supports free from abuse, neglect, violence and exploitation
- Get information in a way you can understand - Easy Read, your language, or another accessible format
- Make a complaint about a provider or your supports, without being punished or losing services for doing so
- Have an advocate, family member or friend support you at any meeting
Your human rights
People with disability have the same human rights as everyone else. Australia has agreed to the United Nations Convention on the Rights of Persons with Disabilities, which recognises the right to:
- Equality, and freedom from discrimination
- Live independently and be included in the community
- Freedom from abuse, violence and exploitation
- Make your own decisions about your own life ("legal capacity")
- Accessible information, buildings, transport and technology
- Work, education, health care, and an adequate standard of living, on an equal basis with others
Supported decision-making
You have the right to make your own decisions. Supported decision-making means getting help to understand your options and work out what you want - not someone else deciding for you.
- A supporter can explain information in a way that makes sense to you
- They can help you think through options and what might happen
- The final decision is still yours
- This is different to a substitute decision-maker (like a guardian), who can legally make some decisions for you - that should only ever be used when truly necessary, and for the smallest scope possible
How to make a complaint
- If it feels safe to, talk to the provider or worker directly first - sometimes it's a misunderstanding that can be sorted out quickly.
- If that doesn't work, or doesn't feel safe, put your complaint in writing (email or letter) with dates and details.
- If it's still not resolved, or it's serious (abuse, neglect, a safety risk), contact the NDIS Quality and Safeguards Commission.
- You can ask an advocate to help you make a complaint, or make it on your behalf.
- A provider must not stop your services or treat you worse because you made a complaint.
- If your complaint is about an NDIA decision (like your plan or funding), that is a different process. Use "Who do I contact?" above and choose the NDIA decision option.
Where to get help
- NDIS Quality and Safeguards Commission - 1800 035 544 - to make a complaint about an NDIS provider or worker
- National Disability Abuse and Neglect Hotline - 1800 880 052 - for abuse, neglect or exploitation
- Disability Gateway - Advocacy Finder - 1800 643 787 - a free, independent advocate to support you
- NDIS National Contact Centre - 1800 800 110 - general questions about your plan or funding
See the full list on Who Can Help Me? for more services and phone numbers.
Questions I want to ask
Save these to bring to your next meeting
Rights I want to know more about
Anything from above you want to look into further
My advocates and support people
Who can help you exercise your rights