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 in the moment
Right after a great session or a goal reached, while it's fresh.
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.
Timing matters most
People write the best reviews while the feeling is fresh: after a great session, a goal reached, a problem fixed well, or when a participant tells you “this changed my week”. Ask then and it's easy for them. Ask a month later and it feels like a chore.
Ask while they're happy, not weeks later with the next invoice.
Four ways to ask that work
Tick items as you work through them — your progress is saved on this device. Download or print when you're ready.
Pick the channel that fits the moment
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.
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.
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 after good moments, rather than a once-a-year push. And 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?
Right after a good moment, like a great session, a goal reached or a problem fixed well. People are less likely to follow through if you wait a few weeks.
What if I'm worried about getting a bad review?
Fix the problem first. If you know something isn't right for a participant, sort it out before you ask them for a review. And if a bad review does come in, reply calmly and use it to improve.
Should I ask only my happiest clients?
Ask everyone you've supported well, on a regular basis. Asking at good moments naturally brings in more happy reviews, and that's fine. What's not fine is only ever asking people you know will give five stars, or trying to get rid of honest criticism. Reviews that are abusive, fake or share someone's private details are different, and you can report those.
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.
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