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What happens when you report an issue to us?

If you report an issue, one of our staff will:

2 people having a conversation. Next to one of them is a thumbs down inside a speech bubble.

  • talk to you about your complaint

A problem icon next to a thought bubble with a tick inside it.

  • try to understand the issue you’re worried about

A person pointing to themselves next to a thumbs up inside a speech bubble.

  • find out what you want to happen.

A clipboard with a ticked checkbox on it.

We will work out what to do next.

For example, we might:

2 people reading a document together. Above one of them is a tick inside a thought bubble.

  • help you understand what should happen

2 people having a conversation. Next to one of them is a problem icon inside a speech bubble.

  • help you talk to your NDIS provider or worker about your issues

A tick inside a thought bubble above 2 providers.

  • help providers and workers understand what they need to do.

We also might:

A problem icon inside a speech bubble next to an envelope.

  • send the issue to the person or place that can help you

A provider next to a thumbs down.

  • deal with providers and workers when they do the wrong thing

A folder with a document poking out of it. On the document is a problem icon.

  • keep the details of the issue in our records so we know if it happens again.

An arrow pointing from an information icon to a provider.

We might ask you if we can send information about your complaint to your NDIS provider.

2 people having a conversation. Next to one of them is a problem icon inside a speech bubble.

We’ll let you know what we did about the issue you reported to us when we can.