NDIS Guide
If you need to complain about an NDIS plan manager, you are not being difficult. You rely on them to pay your providers and keep your budget accurate, so it matters when something goes wrong. This guide explains what you can complain about, four steps to follow, what to put in writing, and where to go next if your plan manager does not sort it out. If the problem is a specific mistake, see our guide to an NDIS plan manager payment error first.
What can you complain about with an NDIS plan manager?
You can raise any concern about how your plan manager treats you or handles your plan. Common examples include:
- Payments that are late, wrong or missing
- Statements that are unclear or that you cannot get
- Messages and calls that go unanswered
- Not following your instructions about which providers to pay
- Being charged for something you were told was covered by your plan
- A complaint you raised that was ignored or handled poorly
Who deals with the problem depends on what it is. The NDIS says you need to talk to your plan manager first to resolve any issues if you are unhappy with them. It says you can lodge a complaint with the NDIS Quality and Safeguards Commission if you are not happy with the outcome of that conversation. The table below shows where each kind of issue goes.
| Who | What they deal with | How to reach them |
|---|---|---|
| Your plan manager | Your first step for any concern about their service, payments or communication | Email or portal, then their complaints process |
| The NDIA | The amount of funding in your plan, NDIA decisions or response times, the provider portals, and providers getting paid after supports are delivered | 1800 800 110 |
| The NDIS Commission | Concerns about quality, safety and conduct, such as a provider not responding to complaints, an unfair price, a conflict of interest or misuse of NDIS funds. It cannot resolve individual disputes or deal with unpaid invoices. | 1800 035 544 or online form |
The Commission receives complaints and reportable incident notifications about plan managers and support coordinators, and it accepts reports from participants, family, friends, advocates and members of the public. Its page on support coordination and plan management explains its work in this area.
How to prepare before you complain
A short, clear record makes a complaint easier to act on. Before you write anything, collect what you already have:
- Dates of the events, in order
- Invoices, statements and screenshots from your plan manager’s portal
- Emails and messages, including any replies
- Your service agreement, if you have one
- Notes of phone calls, with the date, time and who you spoke to
If you do not have a service agreement, our guide to how to choose an NDIS plan manager explains why the NDIS recommends one and what it should cover.
How to complain about an NDIS plan manager in 4 steps
Step 1
Raise it with your plan manager in writing
Email them or use their portal, so there is a record. Say what happened, what you would like done and when you would like an answer. This is the quickest place to start.
Step 2
Ask for their complaints process
Ask how they handle complaints, who will look at yours and how long it usually takes. Ask them to confirm in writing that they have received your complaint.
Step 3
Report a conduct or quality concern to the NDIS Commission
If you are not happy with the outcome, you can report an issue online or call 1800 035 544 (TTY 133 677, or ask the National Relay Service for 1800 035 544). The contact centre is open Monday to Friday, 9am to 5pm, or 7:30am to 3:30pm in Western Australia, and is closed on public holidays. You can also write to NDIS Quality and Safeguards Commission, PO Box 210, Penrith NSW 2751. If someone’s life might be at risk, call 000.
Step 4
Call the NDIA for claims, funding or payment issues
For the amount of funding in your plan, NDIA decisions, the portals, or providers getting paid after supports are delivered, contact the NDIA on 1800 800 110. The NDIS also explains how to give feedback or make a complaint.
What to write in your complaint
Keep it factual and short. One page is plenty. Include your name and NDIS number, the name of your plan manager, a short timeline, what you have already done to fix it, and what outcome you want. Here is a simple structure you can adapt:
Stick to what you know and avoid guessing at motives. Attach the invoices, statements and messages that show the problem.
A few habits make a complaint harder to resolve, so try to avoid them:
- Sending several separate messages about the same issue, which makes the timeline hard to follow
- Leaving out dates or invoice numbers, so nobody can find the payment you mean
- Mixing several unrelated problems into one long message, when one clear problem at a time is easier to fix
- Waiting until a problem has run for months before writing anything down
What happens after you complain to the NDIS Commission?
The Commission uses a prioritisation model. It places the highest priority on harm or a serious risk of harm to participants, negligence by providers, a pattern of ongoing non-compliance and violation of human rights. When you report an issue, it can help you understand your rights, give you information to help resolve the issue with your provider or another organisation, and, when needed, use what you tell it to create a complaint.
Be aware that it is not a quick route. The Commission’s service standards aim to complete 50% of complaints within 90 business days. If you need a payment fixed soon, raise it with your plan manager and the NDIA at the same time. The Commission explains each stage on its page about what happens after you report an issue or make a complaint.
Getting support to make a complaint
You do not have to do this alone. You can get support to report an issue from a family member, a friend or an independent advocate.
You do not have to give your name to the Commission. A report can be anonymous, which means it does not record your name or contact details and cannot tell you about updates or outcomes. It can also be confidential, which means it does not share information that would identify you with others involved, and it can tell you about progress. The Commission notes that it is harder to assess the issue and give advice if it does not record your details.
The Commission says an NDIS provider must make you feel safe and comfortable raising concerns, deal with them quickly and effectively, not threaten you for raising a concern or making a complaint, and help you report an issue to the Commission when needed. If you feel anxious about complaining, write down what you want to say first and ask for a written reply.
Should you switch plan manager while you complain?
You can switch plan managers at any time with no cost or penalty, so you do not have to wait for a complaint to finish. Some people switch straight away, especially if payments are affected. Others stay while the complaint runs, then decide.
If you switch, keep copies of everything, because you may still need them for the complaint. Our guide to how to switch NDIS plan manager covers the steps, and our post on changing plan managers mid-plan explains what to expect. To find a better fit, use our comparison of NDIS plan managers.
Not sure which plan manager is right for you?
Tell us about your situation — we'll match you with the most suitable NDIS plan manager. Free, takes 2 minutes, no obligation.
Find my plan manager — submit a free inquiryFrequently Asked Questions About Complaining About an NDIS Plan Manager
Who do I complain to about my NDIS plan manager?
Start with your plan manager and ask for their complaints process. If you are not happy with the outcome, you can report a conduct or quality concern to the NDIS Quality and Safeguards Commission online or on 1800 035 544. For issues with claims, plan funding or payments, contact the NDIA on 1800 800 110.
Can I make an anonymous complaint about a plan manager?
Yes. You do not have to give the NDIS Commission your name. An anonymous report means it cannot tell you about updates or outcomes, and it can be harder to assess. A confidential report keeps your identity from others involved and lets the Commission update you on progress.
Can someone else complain for me?
Yes. You can get support from a family member, a friend or an independent advocate to report an issue. The Commission accepts reports from participants, providers, workers, family, friends, advocates and members of the public.
What if my complaint is urgent?
If someone’s life might be at risk, call 000. If a person with disability could be harmed soon but it is not an emergency, call the NDIS Commission as soon as possible on 1800 035 544. For urgent plan issues such as unpaid providers, call the NDIA on 1800 800 110.
How long does an NDIS Commission complaint take?
The Commission’s service standards aim to complete 50% of complaints within 90 business days. That is why it is worth raising payment problems with your plan manager and the NDIA at the same time.
Can I change plan manager instead of complaining?
Yes. You can switch at any time at no cost. You can also do both: switch to a new provider and still make the complaint, so the problem is on record. Compare options in our NDIS plan manager comparison.
What should I do if my plan manager makes a payment mistake?
Gather the invoice and your statement, write to your plan manager with the details and ask for a correction and a date. Our guide to an NDIS plan manager payment error lists the steps.