National Office

33 Thesiger Court, Deakin ACT 2600

National Disability Services (NDS) is Australia's peak representative body for non-government disability service organisations. Collectively, NDS members operate several thousand services for Australians with all types of disability. NDS is committed to ensuring people can exercise their right to lodge a complaint and to have their concerns addressed in a way that ensures access and equity, fairness, accountability and transparency.

If you have a complaint, we encourage you to consider first raising the matter with the organisation or individual concerned if you feel comfortable to do so.

Complaints about NDS or NDS staff

A complaint can be made to NDS about the delivery of NDS services or the behaviour of personnel.

From time to time, NDS consults with the sector to determine a policy position or to gauge views about an issue. A person may lodge a complaint if a consultation process was not followed or if the process was flawed; but not simply because the outcome of the consultation was not in line with their position.

A complaint can be made in writing or verbally to:

• the staff member involved;
• the relevant Executive Manager;
• the Chief Executive Officer;
• the President.

Please note, people have the right to make complaints anonymously, however being able to identify and contact the complainant may assist in any investigation undertaken.

Where appropriate, complainants are encouraged to raise the matter with the staff member involved or their Executive Manager. Contact details of Executive Managers (which includes State and Territory Managers) can be found on the NDS Website.

Complaints about a Service Provider

If you are comfortable to do so, a complaint regarding a disability service provider should first be discussed with the organisation directly. They should listen to your concern and do their best to remedy the situation. If this is not possible, complaints should be referred to:

• the NDIS Quality and Safeguards Commission (NDIS Commission)
• the appropriate state or territory authority if the provider is not registered with the NDIS, or
• local police (to report suspected abuse).

NDIS Quality and Safeguards Commission: For complaints regarding NDIS-funded services - call 1800 035 544 or complete the online complaints form.

Also see the NDIS Commission page on how to make a complaint about a provider.

Not all service providers are registered with the NDIS. If you have a complaint about a service provider that is not registered with the NDIS then refer to the appropriate state or territory authority:

ACT: ACT Human Rights Commission. Complete the online form or phone (02) 6205 2222 
NSW: Ombudsman New South Wales. Complete the online form or phone (02) 9286 1000
NT: Health and Community Services Complaints Commission. Complete the online form or phone 1800 004 474
QLD: Department of Communities, Disability Services and Seniors. Complete the online form, phone 1800 491 467 or email feedback@communities.qld.gov.au
SA: Heath and Community Services Complaints Commissioner. Complete the online form or phone 1800 232 007
TAS: Health Complaints Commissioner Tasmania. Complete the online form or phone 1800 001 170
VIC: Disability Services Commissioner. Complete the online form or phone 1800 677 342
WA: Health and Disability Services Complaints Office (HaDSCO). Complete the online form or phone 1800 813 585

How to report suspected abuse

Contact local police, the NDIS Quality and Safeguards Commission 1800 035 544, or the National Disability Abuse and Neglect Hotline 1800 880 052

How to report suspected fraud

Contact the NDIS hotline 1800 650 717, or email fraudreporting@NDIS.gov.au.  More information can be found on the NDIS Website.

The NDIS

For complaints or feedback about dealing with the NDIA, complete the online form found on the NDIS website or email feedback@ndis.gov.au