Useful Contacts

NDIA

Not happy with the NDIA’s decision about your supports?

It’s OK to complain if you’re not happy with:

the NDIA’s decision on your eligibility to access the scheme
your approved supports under the scheme.

Administrative Appeals Tribunal
1800 228 333 (free call for landlines)
www.aat.gov.au

Not happy with the NDIS Commission or the NDIA?

It’s OK to complain if:

you’re not happy with the way the NDIS Commission or the NDIA responded to your complaint
believe the NDIS Commission or the NDIA treated you unfairly or unreasonably.

Commonwealth Ombudsman
1300 362 072
www.ombudsman.gov.au

NDIS Appeals Program Supports

There are two types of supports available under the ongoing NDIS Appeals Program, for people appealing internal NDIA decisions before the AAT:

access to a skilled disability advocate who acts as a support person, and
access to funding for legal services, where there is wider community benefit and/or disadvantage that would substantially benefit from legal representation.

Disability Advocacy Finder

People with disability who need someone to speak up for them can use Ask Izzy to search for independent Disability Advocacy providers in their area. These services provide access to professionals who can ensure the choices and rights of people with disability are respected and they are being treated fairly. Ask Izzy is a website that connects people in need with crucial support services such as housing, food, everyday things and more.

https://askizzy.org.au/disability-advocacy-finder

Legal Aid Appeals Program for NDIS Appeals Service

Legal Aid Commissions in the relevant state or territory assess applications and determine whether there would be wider community benefit and/or disadvantage that would substantially benefit from legal representation and are eligible for funding for legal services.

Further information can be found on the Government Department Social Services website:

https://www.dss.gov.au/disability-and-carers/programs-services/for-people-with-disability/ndis-appeals#07

Where to go with a complaint?

Not happy with your NDIS service provider?

You can complain to the NDIS Quality and Safeguards Commission

NDIS Quality and Safeguards Commision
1800 035 544
www.ndiscommission.gov.au

Not happy with the NDIA’s decision about your support?

You can get a decision reviewed by the National Disability Insurance Agency

National Disability Insurance Agency
1800 800 110
www.ndis.gov.au

Not happy with the NDIS Commission or the NDIA?

You can complain to the Commonwealth Ombudsman

Commonwealth Ombudsman
1300 362 072
www.ombudsman.gov.au

Got a problem with a product or service you bought?

You can complain to your local consumer protection agency

State or territory consumer protection agency
Contact derails on last page

If you’re unsure – there is no wrong door. We can all help you get to the right place.

Queensland

Office of Fair Trading
13 74 68
www.qld.gov.au/fairtrading

New South Wales

NSW Fair Trading
13 32 20
www.fairtraiding.nsw.gov.au

Western Australia

The Health and Disability Services Complaints Office (HaDSCO)
08 6551 7600 / 1800 813 583
https://www.wa.gov.au/service/health-care/health-protocols
mail@hadsco.wa.gov.au

NDIS Compliance Fact Sheets & Information

Fact Sheet – NDIS Providers Information Obligations

Fact Sheet identifies a checklist of information the NDIS Quality and Safeguards Commission has determined registered providers must give to all participants. It also includes some useful resources to support providers to meet their obligations.

https://www.nds.org.au/images/resources/NDIS-Commission-requirements-on-Information-providers-are-required-to-provide–to-al.pdf

NDIS Commission Participant Welcome Pack

The information provided in this pack gives participants information about their rights, the role of the NDIS Commission, choosing quality and safe supports, and how to make a complaint. It is available in Standard format, Easy Read format and Auslan via the links below, with Braille versions available through the online order form.

https://www.ndiscommission.gov.au/sites/default/files/documents/2019-06/participant_informationpack-fullversion.pdf

NDIS Commission Participant Welcome Pack – Aboriginal and Torres Strait Islander

https://www.ndiscommission.gov.au/document/2651

NDIS Publications

Additional to what is contained in your Welcome Handbook, we will also provide you with a range of hard copy documents from the NDIS Commission. All documents listed come in Standard Version and Easy Read. Additionally, we can also order the documents in Braille. Please let us know your preference. We can also provide documents that have been designed for Aboriginal and Torres Strait Islander peoples. Below is a link for all the publications listed to be viewed in Auslan.

https://www.ndiscommission.gov.au/resources/video-resources

NDIS Covid 19 Participant Information Pack
NDIS Participant Information Pack
How to make a Complaint
Code of Conduct for Providers and Staff
Participant Fact Sheet – Reportable Incidents
NDIS Worker Screening Checks

Other Services / Provider Contacts

Triple Zero

service for emergencies only
You can ring 000
or text 106 if you are deaf
You can visit their website at
Triplezero.gov.au

National Relay Service for people with Hearing and/or Speech Impairments:

Phone: 1800 075 001(within Australia) or +61 2 6274 7111 (from outside Australia)
Email: clientservice@infrastructure.gov.au

24-hour relay call numbers:

Make an NRS captions call
Voice Relay number
1300 555 727
TTY number
133 677
SMS relay number
0423 677 767

TIS – Translating and Interpreting Services

Service Delivery

(TIS Online and existing on-site booking enquiries)
Email: tis@homeaffairs.gov.au
Phone: 1300 655 082 (within Australia)

Immediate phone interpreting

(24 hours, every day of the year)
Phone: 131 450 (within Australia)
Phone: +613 9268 8332 (outside Australia)

Automated Telephone Interpreting Service (ATIS)

(24 hours, every day of the year)
Phone: 1800 131 450

National Relay Service for people with Hearing and/or Speech Impairments:

Phone: 1800 075 001(within Australia) or +61 2 6274 7111 (from outside Australia)
Email: clientservice@infrastructure.gov.au

24-hour relay call numbers:

Make an NRS captions call
Voice Relay number
1300 555 727
TTY number
133 677
SMS relay number
0423 677 767

Australian Centre for Disability Law

You can ring 1800 800 708
or TTY 1800 644 419
disabilitylaw.org.au

National Sexual Assault, Domestic Family Violence Counselling Service

You can ring 1800 737 732
You can visit their website
1800respect.org.au

NSW Rape Crisis

You can ring 1800 424 017
www.rape-dvservices.org.au

Relationships Australia

You can ring 1300 364 277
relationships.org.au

Aboriginal Legal Rights Service NSW

You can ring 1800 733 233
You can visit their Website
www.alsnswact.org.au

Aboriginal Legal Service of Western Australia Limited

Phone 08 9265 6666
Fax: 08 9221 1767
WA Freecall: 1800 019 900
https://www.als.org.au

The Aboriginal and Torres Strait Islander Legal Service (Qld) Ltd – (ATSILS)

Phone: (07) 3025 3888
Fax: (07) 3025 3800
Toll Free: 1800 012 255 (24 hrs, 7days)
Email: info@atsils.org.au
https://atsils.org.au

Justice Advocacy Services (JAS) NSW

Legal Help and General Enquiries
Contact us on (02) 9265 6350 (9am – 5pm, Monday to Friday)
Justice Advocacy Service
Contact us on 9265 6300 or 1300 665 908 (9am – 5pm, Monday to Friday).
Email: IntakeJAS@idrs.org.au
Criminal Justice Support Network
Hotline 1300 665 908 when a person in Police custody requires a support person and/or legal advice 24/7.
Website: https://idrs.org.au/jas/

Queensland Advocacy for Inclusion

Free Call 1300 130 582 (within Queensland)
Phone (07) 3844 4200
Fax (07) 3844 4220
Email qai@qai.org.au
Website http://www.qai.org.au

Office of the Public Advocate – WA

Telephone: 61 8 9278 7300 – Switchboard
1300 858 455 – Advisory Services
Monday-Friday from 9.00 am to 4.30 pm. (recorded information is available at other times.)
Email: opa@justice.wa.gov.au

Welfare Rights & Advocacy Service (WA)

Telephone: 08 9328 1751
TTY users phone 133 677 then ask for 0448 108 528
Speak and Listen users phone 1300 555 727 than ask for 0448 108 528
Email: welfare@wraswa.org.au
Web: www.wraswa.org.au

New South Wales Civil and Administrative Tribunal (NCAT)

You can ring 1300 006 228
ncat.nsw.gov.au
gd@ncat.nsw.gov.au

NSW Trustee and Guardian

You can ring 1300 364 103
or TTY 1800 882 889
tag.nsw.gov.au

QCAT – Queensland Civil Administrative Tribunal

1300 753 228
For callers outside of Australia: International Access Code + 61 7 3328 4046

Queensland Public Trustee

Phoning 1300 360 044
https://www.pt.qld.gov.au/about/the-public-trustee-queensland/

Western Australia

State Administrative Tribunal
Phone: (08) 9219 3111 or 1300 306 017 (cost of a local call)
https://www.sat.justice.wa.gov.au/G/guardianship_and_administration.asp

Financial Trustee – Department of Justice Public Trustee – WA

Telephone:
1300 746 116 (New enquiries and appointments)
1300 746 212 (Represented Persons)
Email: public.trustee@justice.wa.gov.au
https://www.wa.gov.au/organisation/department-of-justice/public-trustee