If you are unhappy with an NDIS-related decision, you have the right to raise a concern, ask for a review, or escalate an issue through formal processes.
People may seek help for many reasons, including concerns about a decision, a provider, the quality of a service, or how an issue was handled. It is important to understand the difference between a complaint, a review, and an appeal.
Complaints
A complaint is a way to raise concerns about the quality of services or how a provider or agency has acted. Complaints can be made to a provider, the NDIA, or the NDIS Commission depending on the issue.
Internal review
If you disagree with a decision made by the NDIA, you can often ask for an internal review. This may involve a different staff member or team reconsidering the decision based on the information available.
Appeal
An appeal is a more formal step, usually to an external decision-maker, when a decision remains disputed after review. Support from an advocate, family member, lawyer, or support coordinator can help when the issue is complex.
You do not need to manage a complaint or appeal on your own. Many people benefit from getting support, especially when they are dealing with stress, communication barriers, or a complex decision.
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Hunter Community Hub is a registered NDIS provider of disability services.
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