How to report issues and provide feedback to the NDIS

Published at 16-12-2024 14:00:00

The NDIS is designed to empower participants by providing the support they need to achieve their goals. However, challenges or concerns can arise during your NDIS journey, and it's important to know how to report issues and provide feedback. Whether it’s about your plan, a provider, or the NDIS itself, addressing concerns promptly can lead to better outcomes and improvements in the system.

Why feedback is important

Feedback plays a vital role in shaping the NDIS. By sharing your experiences—positive or negative—you help improve the system, ensuring it better meets the needs of participants. Your input helps the NDIS identify areas for improvement, hold providers accountable, and celebrate examples of excellent service.

When to report an issue or provide feedback

You may want to provide feedback or report an issue if:

• You experience poor service from an NDIS provider or staff.
• Your funding or supports aren’t meeting your needs.
• You suspect misuse of NDIS funds or other unethical practices.
• You encounter delays in accessing services or plan approvals.
• You have a positive experience and want to share praise for a provider or the NDIS.

How to report issues to the NDIS

1. Contact the NDIS directly
   • You can report issues or provide feedback directly to the NDIS by:
     • Phone: Call 1800 800 110 and select the feedback and complaints option.
     • Email: Send your feedback to feedback@ndis.gov.au.
     • Online: Use the NDIS Feedback and Complaints Form available on their website.
2. Visit your local NDIS office
   • If you prefer face-to-face communication, you can visit an NDIS office near you to discuss your concerns with a representative.
3. Engage your support coordinator or plan manager
   • Your support coordinator or plan manager can assist in reporting issues on your behalf. They understand the processes and can help ensure your concerns are effectively communicated.
4. Reach out to the NDIS Commission
   • The NDIS Quality and Safeguards Commission handles complaints about NDIS providers, services, and workers. You can contact the NDIS Commission if your concern relates to the quality or safety of supports provided:
     • Phone: Call 1800 035 544.
     • Online: Submit a complaint through the NDIS Commission’s website.

If you need an interpreter, you can call the Translation and Interpreting Service (TIS) on 131 450 and ask to be connected to the NDIS. If you have hearing or speech loss, you can contact TTY on 1800 555 677 or the National Relay Service on 1800 555 727.

How to provide positive feedback

Positive feedback is just as valuable as reporting issues. It helps reinforce good practices and acknowledges providers or NDIS staff who go above and beyond. To share positive feedback:

• Use the same channels (phone, email, or online form) as reporting issues.
• Clearly explain what you appreciated about the service or support you received.
• Highlight specific examples or individuals who made a difference.

What information should you include?

When reporting an issue or providing feedback, include as much detail as possible to help resolve the concern or recognize good service. Consider including:

• Your name and contact details (optional, but helpful for follow-up).
• A clear description of the issue or experience.
• Names of people or organizations involved.
• Dates, times, and locations of relevant events.
• Any supporting documents, such as invoices, correspondence, or photos.

Providing detailed information ensures your feedback is taken seriously and addressed promptly.

What happens after you make a complaint or provide feedback?

Once you submit your complaint or feedback, you can expect:

1. Acknowledgment: You should receive confirmation that your complaint or feedback has been received.
2. Investigation: The NDIS or NDIS Commission will review the details and may contact you for more information.
3. Resolution: The NDIS or the provider involved will work to address your concern. This may involve improving services, providing explanations, or taking corrective action.

If you’re unsatisfied with the response, you can escalate your complaint to the Commonwealth Ombudsman by calling 1300 362 072 or visiting their website.

Tips for effective communication

• Stay calm and clear: Describe your issue or feedback clearly and concisely, focusing on facts.
• Be specific: Provide as much detail as possible to support your concern or praise.
• Keep records: Document your communication with the NDIS, including dates and reference numbers.

Final thoughts

Reporting issues and providing feedback to the NDIS is essential for improving the system and ensuring participants receive the best possible support. Whether addressing a concern or sharing positive experiences, your voice matters in shaping the NDIS for everyone.