How to make a complaint about an NDIS provider
Complaints about NDIS providers are free. Learn when to raise it with the provider, when to go to the NDIS Commission, and what records to keep.
Start here
Put it in writing to the provider
Most genuine issues — a missed shift, a billing error — resolve fastest here.
Keep a dated record
What happened, when, who was involved, and what you asked to happen.
If that doesn't fix it
Escalate to the NDIS Commission
If the provider goes quiet, you feel unsafe, or you've been harmed, skip the wait.
Report serious conduct separately
Fraud, screening concerns, or safety risks go to dedicated reporting pathways — and in serious cases the police.
Start with the provider first (usually)
Most problems are fixed fastest by talking to the provider first. All NDIS providers must handle complaints properly, and registered providers have extra rules they must follow. Put the issue in writing, say exactly what happened and what you want done, and give them a reasonable time to reply.
Don't wait if you've been harmed, you feel unsafe, a worker shouldn't be providing care at all, or the provider stops replying. In those cases, go straight to the NDIS Commission. And if it's clear the relationship won't work, our guide on how to change your NDIS provider shows how to leave cleanly.
How a provider handles your complaint tells you a lot about how they'll look after you.
Tick items as you work through them — your progress is saved on this device. Download or print when you're ready.
Before you escalate, make sure you've
The official route: complaining to the NDIS Commission
The NDIS Quality and Safeguards Commission handles complaints about registered and unregistered NDIS providers and workers across Australia. It's free and you don't need a lawyer. You can use the online complaint form or call 1800 035 544 (TTY 133 677). Interpreters are available, and you don't have to give your name. Just describe what happened, name the provider or worker, and say what you'd like to happen.
What to expect once you lodge
01Gather your story
Dates, names, shifts, amounts, and any documents. You'll be asked what happened and when.
02Lodge it
Online through the Commission's website or over the phone. You can add evidence later if you don't have it handy.
03The Commission assesses it
It decides whether to handle the matter, refer it, or close it — and it will tell you what it decided.
04Resolution or investigation
Many complaints resolve with the provider fixing the issue; others become formal investigations with findings and outcomes.
05Stay in the loop
You'll be told the outcome and any action taken, and you can ask what the result means for you.
What to keep and what to write down
Tick items as you work through them — your progress is saved on this device. Download or print when you're ready.
Keep a simple file of
You don't need a legal brief. A dated, plain-language file answers the only questions that matter: what happened, when, and what you want done about it.
Identify the provider you're complaining about
A complaint is easier to act on the more precisely you can name the provider — the business name, the state, and the ABN or registration number. If you don't have those to hand, look the provider up right here before you write it all down.
A missing listing doesn't block your complaint — the NDIS Commission accepts complaints about registered and unregistered providers alike. But note the search date alongside the provider's details in your file: it's one more piece of the record that shows who you're talking about and when you checked.
When it's serious: safety, misuse, and the police
A billing mistake is a normal complaint. But some things are more serious: being charged for support that never happened, workers without the screening they need, or anything that makes you feel unsafe. Report these to the NDIS Commission straight away. Report suspected fraud to the NDIA too, and if you're in danger, call 000. Your report protects you and everyone else who uses that provider.
Tick items as you work through them — your progress is saved on this device. Download or print when you're ready.
Report concerns like these without delay
A complaint and a review are different things
A complaint doesn't change a provider's reviews or where they appear in a directory. A complaint is a formal process with records kept. A review is your public opinion, and it helps other participants decide. One doesn't replace the other, so if both make sense, do both. You can find the provider in our directory and leave an honest review of your experience.
Frequently asked questions
Does making a complaint cost anything?
No. Complaints to the NDIS Quality and Safeguards Commission are free, and you don't need a lawyer or an advocate to make one.
Do I have to complain to the provider first?
For most issues, starting with the provider's own complaints process gets a faster resolution, and most complaints are sorted out there. But you can go straight to the NDIS Commission at any time — and if there's a safety concern, skip the provider step entirely.
Is my complaint confidential?
The Commission takes confidentiality seriously, but it may need to share relevant details with the provider to investigate. If you're worried about how the provider might react, tell the Commission. You can also report an issue without giving your name.
Can I complain about a provider who isn't registered?
Yes. The NDIS Commission accepts complaints about registered and unregistered NDIS providers and workers. Report what happened and identify the provider or worker as clearly as you can.
What if my complaint is about the NDIA rather than a provider?
That's a different process. Complaints about plan decisions or the agency itself go through the NDIA's feedback and review channels, not the Commission's provider complaints route.
Official sources
This guide is checked against these official pages.
Read next
Related guides
Guides that cover the next step.
How to check if an NDIS provider is registered
Check any provider on the official NDIS register in about a minute, for free. Here's how to search, what the result tells you, and what it doesn't.
Read the guide
How to change your NDIS provider
You can change NDIS providers at any time. Here's how to check your service agreement, give notice, settle invoices and start well with someone new.
Read the guide
What to do if a provider isn't on the NDIS register
A provider missing from the NDIS register doesn't always mean fraud. Here's how to rule out simple mistakes, when it matters, and when to report it.
Read the guide
How to find and choose an NDIS provider you can trust
A simple way to find and compare NDIS providers: start with your goals, shortlist three or four, ask them the same questions and read the reviews.
Read the guide