Complaint, review or Commission: which one you need
It helps to pick the right path first, because each one does a different job:
- Complaint to the NDIA: about your experience with the agency, such as delays, unanswered calls, poor communication, lost documents or how a staff member treated you
- Review of a decision: if you disagree with a decision, such as access, your plan or a refused reassessment, ask for an internal review within 3 months. A complaint alone will not change a decision
- NDIS Quality and Safeguards Commission: for complaints about a provider or worker, such as unsafe or poor quality support or overcharging
- Commonwealth Ombudsman: if you have already complained to the NDIA and are not satisfied with the outcome or how it was handled
How to contact the NDIA
- Online: the feedback form on the NDIS website, or live chat
- Email: enquiries@ndis.gov.au
- Phone: the NDIS National Contact Centre on 1800 800 110
- In person: at an NDIS office, or through your local area coordinator or early childhood partner
- Mail: NDIA, GPO Box 700, Canberra ACT 2601
- Interpreter: call TIS National on 131 450 and ask for the NDIS
- Hearing or speech difficulty: TTY 1800 555 677 or the National Relay Service on 1800 555 727
What to include
A clear complaint is easier to act on. Include:
- Your name, NDIS number and the best way to contact you
- What happened, with dates, names of staff if you have them, and any reference numbers
- How it has affected you, for example missed supports or out of pocket costs
- What you want to happen, such as an apology, a decision made, a call back or a fix to your plan
- Copies of relevant emails, letters or notes
What happens next
The NDIA should acknowledge your complaint, contact you to understand it, and then try to resolve it or refer it to the right area. Its complaints policy aims to resolve most complaints within 21 days. Ask for a reference number and write down every contact, including dates and who you spoke to.
You can have someone help or speak for you, such as a family member, your plan nominee, a support coordinator or an independent disability advocate.
Taking it to the Commonwealth Ombudsman
The Commonwealth Ombudsman is free and independent. It can look at complaints about the NDIA's actions and decisions, including how the NDIA dealt with your complaint. In most cases it expects you to have tried to resolve the issue with the NDIA first.
You can contact the Ombudsman online or on 1300 362 072. The Ombudsman cannot change your plan, but it can investigate, recommend that the NDIA fix a problem, and report on wider issues.
Delays and decisions you are waiting on
Some delays have their own rules. Since 27 August 2026 the NDIA has 90 days to decide whether to do an unscheduled reassessment you asked for. If it has not decided by then, the request is treated as refused, and you can ask for a review rather than just waiting.
If you are waiting on an internal review, the NDIA aims to finish it within 60 days. After an internal review you have 28 days to apply to the Administrative Review Tribunal.