Making a complaint about an NDIS provider or worker: where to start

Published 12 October 2026 · Your rights · Source checked 12 October 2026

Raising a concern can feel daunting. Here is a clear order of steps, who deals with what, and how to keep a record as you go.

If someone is in danger

If a person is in immediate danger or needs urgent medical help, contact emergency services first. A complaint can wait; safety cannot.

Start with the provider, if it is safe to

Most providers have a complaints process, and many problems are resolved by raising them there. Ask for the process in writing, say clearly what happened, when and what you would like to change, and ask when you can expect a response.

If it is not safe or comfortable to raise it with the provider, or the concern is about something serious, you do not have to go through them first. You can go straight to the body that oversees providers.

When to go to the NDIS Commission

The NDIS Quality and Safeguards Commission oversees the quality and safety of NDIS supports. It handles complaints about registered providers and also about workers and providers who are not registered. It can also take serious matters further. Contact the Commission if the provider does not respond, you are not satisfied with its response, or the concern is serious.

Complaints about a decision or the service of the NDIA itself are handled differently, through the NDIA’s own feedback and complaints process.

Keep a record, and get support

Write down what happened as soon as you can, with dates, names and who else was there. Keep emails, messages, invoices and any shift notes. A short timeline is easier for everyone to follow than a long account.

You do not have to do this alone. An independent advocate, a support coordinator, a trusted family member or friend can help you prepare and attend meetings. This article is general information, not legal advice.

What to expect afterwards

A provider or the Commission will usually acknowledge your complaint and may ask for more information. Ask how long a response is likely to take and ask for the outcome in writing. If you are not satisfied with the result, ask what options exist to have it looked at again.

You should not be treated worse for raising a concern. If you think that is happening, say so in writing and tell the body overseeing the complaint.

Frequently asked questions

How do I make a complaint about an NDIS provider?

Start with the provider if it is safe to. Ask for its complaints process in writing, say clearly what happened, when and what you would like to change, and ask when you can expect a response. If it is not safe or comfortable, or the concern is serious, you can go straight to the NDIS Commission.

When should I go to the NDIS Commission?

The NDIS Quality and Safeguards Commission handles complaints about registered providers and also about workers and providers who are not registered. Contact it if the provider does not respond, you are not satisfied with its response, or the concern is serious.

What should I keep as a record?

Write down what happened as soon as you can, with dates, names and who else was there, and keep emails, messages, invoices and any shift notes. A short timeline is easier for everyone to follow than a long account.

Can someone help me make a complaint?

Yes. An independent advocate, a support coordinator, a trusted family member or friend can help you prepare and attend meetings. You should not be treated worse for raising a concern.

Keep learning

How to change NDIS provider without losing support: You are allowed to change providers. A little planning means the new service is ready before the old one ends, and nothing falls through the gap.
Your rights as an NDIS participant: choice, control and safety: Knowing what you can expect from providers and workers makes it easier to speak up. Here is a plain-language summary of rights and responsibilities.
Registered or unregistered? What it means when you choose an NDIS provider: Registered and unregistered providers can both be legitimate, but the rules, checks and options for your plan are not the same. Here is how to think about the difference.
Keeping records of your NDIS supports: a simple system: Good records make plan reviews, claim queries and changes of provider far easier. Here is a light-touch way to keep them.

More in our NDIS updates and insights, our step-by-step guides, or the NDIS and aged care provider directory.

Official sources

Source checked 12 October 2026. Rules and guidance can change; verify current details with the responsible agency. How we write and check our guides.