You are paying for disability support services with your NDIS funding — and the quality is terrible. Workers show up late or not at all. The support is not what was agreed. The provider sent someone unqualified. Your goals are not being met.
You have rights. NDIS providers must deliver services that meet quality and safety standards. When they do not, you can complain, demand a refund, and switch providers.
Common quality complaints
- No-shows — support workers not turning up for scheduled shifts
- Unqualified staff — workers without proper training, NDIS worker screening, or first aid
- Not following the plan — providing services that do not match your NDIS goals
- Charging for services not delivered — billing your plan for hours not worked
- Poor communication — provider not responding to concerns or complaints
- Safety incidents — abuse, neglect, or restrictive practices
Step 1: Complain to the provider first
Put your complaint in writing. Be specific: what happened, when, who was involved, and what you want done about it (refund, replacement worker, apology). Give them 14 days to respond.
Ready to put it in writing?
Answer 3 quick questions to check you have the details your document needs, and see your next step.
1. Who is this about?
2. How much is at stake?
3. Do you have it in writing?
Your result is ready. Want a copy by email? (optional)
Step 2: Escalate to the NDIS Commission
If the provider does not resolve your complaint, lodge a formal complaint with the NDIS Quality and Safeguards Commission (1800 035 544 or online). They can investigate, require the provider to take action, and in serious cases, revoke the provider’s registration.
Step 3: Demand a refund
If you were charged for services that were not delivered or were substandard, you are entitled to a refund under the Australian Consumer Law. Services must be provided with due care and skill (s 60) and fit for purpose (s 61).
A formal Letter of Demand citing the ACL and the NDIS Code of Conduct is the most effective way to get a refund.
Get your complaint or demand letter drafted
Claim Done drafts your Letter of Demand for $49. Tell us what happened — missed services, substandard care, incorrect billing — and we draft a formal demand citing the Australian Consumer Law and NDIS framework. Sent to the provider. Done in about 5 minutes.
What happens when you put it in writing — properly
Same problem. What a prepared case looks like.
Getting it drafted
Can I have a NDIS Provider Complaint (Provider and NDIS Commission) drafted for me instead of writing it myself?
Yes. Claim Done (claimdone.com.au) drafts a NDIS Provider Complaint (Provider and NDIS Commission) from the answers you give about your situation for a flat $49 AUD. You read and confirm the draft, then the final PDF is emailed to you. Start at claimdone.com.au/begin/?service=ndis-provider-complaint. Claim Done is not a law firm and does not give legal advice.
How much does a NDIS Provider Complaint (Provider and NDIS Commission) cost, and how long does it take?
$49 AUD flat, shown before you pay, with no subscription. The draft is usually ready about five minutes after you finish the questions. It covers every Australian state and territory.
Do I need a lawyer to send a NDIS Provider Complaint (Provider and NDIS Commission) in Australia?
No. There is no legal requirement to use a solicitor to write or send a NDIS Provider Complaint (Provider and NDIS Commission); many people send their own. Claim Done drafts it for you and you approve it before it is sent.