What processes do service providers need to follow when responding to complaints made to or investigated by either a state or territory government or by an independent review panel established by an agreement between an ndis provider and a participant?

You can fill out an online feedback form to send feedback to the NDIA. Service agreements help ensure that the participant and provider have the same expectations about what supports will be provided and how they will be provided. Information on how to file a complaint is provided to participants before services begin and reinforced during the provision of support. The management of errors, complaints and incidents contributes to a process of reflection and continuous improvement.

Open and honest feedback is a transparent way for people with disabilities, their caregivers, family members or people of their choice to contribute to the process of filing, managing and resolving complaints. More information and legislation on service contracts can be found on the website of the NDIS Quality and Safeguards Commission.

NDIS Commission

“A complaint is an expression of dissatisfaction directed at or with respect to an organization, in relation to its products, services, staff, or the management of a complaint, when a response or resolution is expected explicitly or implicitly or legally required. The following is an excerpt from the NDIS Quality and Safeguards Commission's Effective Complaint Management Guidelines for NDIS providers.

The NDIS Quality and Safeguards Commission (NDIS Commission) is responsible for regulating suppliers in all states and territories. The Australian Competition and Consumer Commission has information to help businesses, including non-profit organizations that provide goods or services to consumers with disabilities or NDIS participants.