How to ask NDIS participants for reviews
When to ask NDIS participants for a review, how to make it quick, ready-to-send messages with your review link, and the lines you should never cross.
01Ask at a set point
At the same point for every participant, such as a set session count or plan milestone.
02Make it quick and easy
Send your review link with one friendly line.
03Never cross the lines
No incentives, no writing it yourself, no making support conditional on stars.
04Listen to what they say
If the same issue keeps coming up, fix it.
Keep it going all year. A steady habit works better than a one-off campaign.
Get your review link and a message to send
Every provider in our directory has its own review page. Find your listing below to get the direct link, then copy a short message for a text, an email or a chat at the end of a session.
Timing matters most
Set a consistent point to invite every participant to review your service, such as after a set number of sessions or at a plan milestone. Use the same process whether you expect praise or criticism.
A consistent invitation helps reviews reflect your whole client base.
Four ways to ask that work
Pick the channel that fits the moment
- In person, at the same service milestone for every participant
- Text or email with your review link and one friendly line
- A QR code that opens your review link, on a card, your service agreement or the car
- One gentle reminder for people who said yes but haven't done it yet
How you ask matters less than how easy it is. If leaving a review takes more than about a minute, most people won't get to it.
Make it quick and easy
Send a direct link
Send the link to your review page so one tap opens it. Nobody should have to search for you.
Keep the ask short
One or two friendly lines work better than a long survey.
Test it on a phone
Most people leave reviews on their phone, so open the link on yours before you send it.
Make sure it's clearly you
Use the same business name and suburb as your listing, so the review goes to the right provider.
Make it easy for every participant
Participants have different ways of communicating, and some need support to share their views. A good review request works for all of them, without pressure.
Offer more than one way
Some people prefer a link by text, others would rather do it with you on a tablet, or have a family member read the questions out. Ask what suits them.
Step back while they write it
The worker who delivered the support shouldn't stand over the participant while they write. Give them the link and let them do it in their own time.
Let a trusted person help, with consent
A family member, carer or nominee can help someone leave a review. The review should still say what the participant thinks, not what the helper thinks.
Use plain words and their language
Keep the ask short and simple. If the participant speaks another language, ask in that language or have an interpreter explain it.
Pick a calm moment
Don't ask during a crisis, straight after a hard day, or when their plan or support is up in the air.
The lines you don't cross
Never pay or reward people for reviews, including discounts, gift cards or prize draws. Never write a review for a participant. Never make support depend on a good rating. And never pressure someone after a negative review. These can breach platform rules and Australian Consumer Law, and participants notice. Replying well to honest reviews is how reviews build trust over time.
Honest asks, free choices. Anything else puts your reputation at risk.
A rhythm, not a campaign
Make asking a regular habit at a consistent service milestone for every participant. Act on what you hear: if reviews keep mentioning lateness, look at your rosters. When reviews do come in, reply to them. Our guide on responding to reviews shows how.
Frequently asked questions
Is it allowed to ask participants for reviews?
Yes. Most participants are happy to leave a review when asked. What's not allowed is offering anything in return (like discounts, gift cards or prize draws), writing the review for them, or making support depend on a good rating.
When is the best moment to ask?
Choose a consistent point in the service, such as after a set number of sessions or at a plan milestone. Ask every participant at that point, regardless of whether their experience was positive or negative.
What if I'm worried about getting a bad review?
Address the issue promptly, but keep your review invitation process consistent for every participant. If a critical review comes in, reply calmly and use it to improve.
Should I ask only my happiest clients?
No. Ask every participant at a consistent point in the service, such as after a set number of sessions or at a plan milestone, so reviews reflect the whole client base. Do not select people based on the feedback you expect. The ACCC says reviews should be genuine and must not mislead consumers.
Where do participants leave the review?
On your review page in our directory. Send them the direct link (the tool on this page gives you yours). They write the review, then confirm it through a link we email them, so every review comes from a real person.
Can a family member or support person write the review?
They can help, with the participant's consent, and a nominee or family member can share their own experience of your service. The review should be honest and based on what actually happened, not written by your staff.
How do I handle a participant who'd rather not?
Say 'No problem at all' and leave it there. Don't try to convince them or keep following up.
Official sources
This guide is checked against these official pages.
- NDIS Commission Provider PackProvider obligations, practice standards, and the Code of Conduct.
- About NDIS provider registrationWhat registration covers — provider groups, practice standards, and the Code of Conduct.
- ACCC guidance on online reviews for businessesReviews must be genuine and should not mislead consumers.
Read next
Related guides
Guides that cover the next step.
How to respond to NDIS reviews, good and bad
A reply to a review is public and it stays up. How to thank people, handle criticism calmly, and spot when a review is really a complaint.
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How NDIS providers get found in online directories
What helps a provider show up higher in NDIS directories: a complete listing, recent reviews, quick replies and, if you want it, a featured spot.
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How to get more NDIS referrals as a provider
Where NDIS referrals come from, how to make it easy for coordinators and plan managers to refer you, and how participants can find you directly.
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