How to Make an NDIS Complaint or Raise a Concern - Bright Journey Care Solutions How to Make an NDIS Complaint or Raise a Concern

If something about your disability support does not feel right, you have the right to speak up.

The concern might involve unreliable communication, missed supports, unexpected worker changes, poor-quality care, privacy, unfair charges or something more serious. Raising the issue can help resolve the immediate problem and may also protect other participants.

For participants and families across Frankston, Carrum Downs, Seaford, the Mornington Peninsula and South East Melbourne, it is useful to understand who to contact and what information to provide.

You have the right to complain

The NDIS Quality and Safeguards Commission says participants have the right to receive respectful, quality supports that follow the NDIS Code of Conduct.

Providers must make participants feel safe and comfortable raising concerns. They must respond quickly and effectively and must not threaten someone for making a complaint.

The Commission also says every concern matters. Even when a report does not result in direct regulatory action, it can help identify patterns and risks across the disability sector. Read the Commission’s complaints guidance⁠.

When should you speak directly to your provider?

If you feel safe doing so, raising the issue with the provider can sometimes produce the quickest solution.

Examples might include:

A worker repeatedly arriving late.
Changes to the roster not being communicated properly.
Receiving a different worker without enough notice.
Support being delivered differently from what was agreed.
Difficulty getting invoices or charges explained.
A communication method that is not accessible to the participant.

Try to describe what happened, how it affected you and what outcome you would like. For example:

“I need roster changes communicated by phone because I cannot reliably access text messages. Please call me when a last-minute change occurs.”

A specific request gives the provider a practical opportunity to improve the support.

You do not have to approach the provider first if you feel unsafe, fear retaliation or believe the matter is too serious to address directly.

What information should you record?

You do not need a perfectly prepared legal document to raise a concern. However, keeping basic notes can make the issue easier to understand.

Where possible, record:

The date, time and location.
What happened.
Who was involved.
Whether anyone witnessed it.
How the incident affected the participant.
Whether it has happened before.
What was reported to the provider.
How the provider responded.
What outcome the participant wants.

Keep relevant emails, messages, invoices, rosters or support records. Only collect information safely and lawfully—do not place yourself or another person at risk trying to obtain evidence.

A family member, friend, advocate or Support Coordinator can help organise the information if the participant wants assistance.

What can be reported to the NDIS Commission?

The Commission accepts concerns about the quality and safety of supports delivered by NDIS providers and workers.

Its current guidance includes concerns involving:

Abuse, neglect or risk of harm.
Poor-quality or missing supports.
Supports being at risk of stopping.
A provider failing to respond appropriately to complaints.
Suspected misuse of NDIS funds.
Suspected unfair pricing.
Privacy breaches.
Conflicts of interest.
A provider or worker taking advantage of a participant.
Unfair practices used to attract participants.

The Commission may help a person understand their rights, provide information about resolving an issue and, where appropriate, create a formal complaint.

Reports can be made online through the NDIS Commission⁠ or by calling 1800 035 544.

What should be reported to the NDIA instead?

The Commission regulates the safety, quality and conduct of NDIS providers and workers. It does not make decisions about individual NDIS plans.

The Commission directs people to the National Disability Insurance Agency for matters including:

Decisions about NDIS access.
The amount of funding in a participant’s plan.
NDIA response times.
The myNDIS or myPlace portals.
Provider-payment issues following delivery of supports.

If you are unsure which organisation is responsible, the Commission says you can still contact it for guidance about where the issue belongs.

What if the matter is urgent?

Call 000 if someone’s life is at risk or there is an emergency involving possible critical harm or serious injury.

If harm may occur soon but it is not an immediate emergency, contact the NDIS Commission as soon as possible on 1800 035 544. Its examples of critical concerns include serious neglect, violence or abuse, threats to life, an immediate risk of homelessness, essential intensive supports about to stop, a missing participant or predatory behaviour.

Children, non-verbal participants and other people who may not be able to advocate for themselves can face greater risks. The Commission asks that concerns about their immediate safety be reported promptly.

Can a complaint be anonymous or confidential?

Yes. The Commission explains that a report can be:

Anonymous: your name and contact details are not collected or recorded. The Commission cannot provide you with updates or outcomes.
Confidential: identifying information is not shared with the other people involved, while the Commission can still provide information about progress.

The Commission notes that it can be harder to assess an issue or provide advice without identifying information.

What happens after a report?

The Commission uses a prioritisation model when deciding how to respond. It gives the highest priority to:

Harm or a serious risk of harm.
Provider negligence.
Patterns of ongoing non-compliance.
Violations of human rights.

Its published service standards aim to complete 50% of complaints within 90 business days. This is an organisational target, not a guarantee that an individual matter will be finalised within that period.

Reporting may still be valuable even if the immediate issue has been resolved. The information can help the Commission identify patterns involving a provider or worker.

Frequently asked questions

Can a family member make an NDIS complaint?

Yes. Participants, families, carers, advocates, workers, providers and members of the public can report relevant concerns to the Commission.

Can my provider punish me for complaining?

Providers must not threaten participants for raising a concern or making a complaint. If you experience threats or feel unsafe, report this to the Commission.

Do I need proof before making a complaint?

You can report a genuine concern even if you do not have complete documentation. Provide the clearest information available and explain anything you are uncertain about.

Can an advocate help me?

Yes. A participant can seek assistance from a family member, friend or independent advocate when reporting an issue.

Looking for respectful, person-centred support?

Bright Journey Care Solutions supports participants across Frankston, Carrum Downs, Seaford, the Mornington Peninsula and South East Melbourne.

Participants, families and Support Coordinators can discuss their goals, communication preferences and support requirements with the Bright Journey team. Service suitability and availability should be confirmed during the enquiry process.

Explore Bright Journey’s supports⁠, contact the team⁠ or use the Bright Journey referral pathway⁠