When should you make a complaint about an NDIS provider?
You can make a complaint if a provider or worker has:
- Delivered unsafe, poor-quality, or neglectful care
- Failed to respect your rights, dignity, or choices
- Behaved unprofessionally or unethically
- Misused funding or provided services you didn't agree to
- Ignored feedback or refused to address serious concerns
You do not need proof beyond your experience to raise a concern. If something doesn't feel right, it is valid to speak up.
Who do you complain to - the provider or the NDIS Commission?
There are two main pathways, depending on the situation:
1. Complaining directly to the provider
This may be appropriate if the issue is minor and you feel safe raising it. Providers are required to have a complaints process and must not penalise you for using it.
2. Complaining to the NDIS Quality and Safeguards Commission
You should complain directly to the Commission if:
- The issue is serious or ongoing
- You feel unsafe raising it with the provider
- The provider ignored or mishandled your complaint
- The behaviour involves risk, abuse, neglect, or misconduct
The Commission oversees NDIS providers and investigates complaints about quality and safety.
How to make a complaint to the NDIS Quality and Safeguards Commission
You can submit a complaint by:
- Online form
- Phone
- Post
When making a complaint, it helps to include:
- The provider's name
- What happened (in your own words)
- When and where it occurred
- Who was involved
- What outcome you are seeking
You can make a complaint yourself or with help from a family member, advocate, or support person.
Can you make an NDIS complaint anonymously?
Yes. You can raise concerns anonymously, although providing contact details may help investigators follow up or clarify details. Anonymous complaints are still taken seriously.
What happens after you submit a complaint?
After your complaint is received, the Commission may:
- Ask the provider to respond
- Investigate the issue
- Take compliance or enforcement action
- Refer the matter to another authority if needed
Not every complaint leads to public action, but every complaint contributes to oversight and accountability in the system.
Will complaining affect your NDIS plan or services?
You have the right to complain without punishment or loss of support. Retaliation by a provider is not acceptable and should be reported immediately.
How to protect yourself from poor NDIS providers in the future
Many participants only discover problems after services begin. One of the strongest protections is visibility - knowing how providers treat others before you engage them.
How Provider Check helps participants make safer choices
Provider Check is a participant-led transparency platform built to address gaps in the NDIS marketplace, where quality and compliance information is often hard to find.
- See verified reviews and experiences from others in the NDIS community
- Identify patterns of poor conduct or recurring complaints
- Compare providers based on care quality, not marketing
- Make more informed decisions before problems occur
This supports a fairer system where good providers are recognised, and unsafe behaviour is harder to hide.
Visit Provider Check to check or review a provider →Need help deciding what to do next?
If you are unsure whether to complain, who to complain to, or how to avoid future issues, take time to understand your options. Seeking information is a form of self-protection - and you are not alone.
About this guide
This page is provided as general information to help NDIS participants and families understand their rights and options. It is reviewed in line with Provider Check's mission to improve transparency, accountability, and participant safety across the NDIS sector.