The NDIS is designed to empower participants by providing funding for services that support their goals, independence, and wellbeing. That doesn’t mean issues can’t arise. Whether it’s a service not meeting expectations, a misunderstanding about funding, or a communication breakdown with a provider.
Knowing how to handle disputes or issues with NDIS services can make a huge difference in your experience and outcomes. In this blog we explore common problems, how to address them effectively, and where to go for help.
What Difficulties Can Arise While Navigating the NDIS?
NDIS participants and their families can encounter a range of challenges throughout their journey. Recognising these early and taking action is essential for maintaining high-quality support.
Poor Service Quality or Unmet Expectations
Sometimes the services provided don’t meet the standard or expectations set in the participant’s plan. This could look like a support worker arriving late or not showing up at all, or a provider failing to deliver services agreed upon in the service agreement.
Disagreements with NDIS Providers
Disputes can occur when providers make changes to service delivery, staffing, or costs without clearly communicating with the participant. This can cause confusion or frustration if the changes aren’t agreed upon.
Confusion About NDIS Funding or Budget Usage
Participants or their families may find it difficult to understand how their NDIS funding should be used. This can lead to accidental overspending, claims being rejected, or providers charging for services that aren’t funded.
Issues with NDIS Plan Reviews or Funding Decisions
Sometimes participants feel their plan doesn’t reflect their needs, particularly after a scheduled review or change of circumstance. Reduced funding or lack of appropriate supports can create stress and setbacks.
Communication Breakdowns
A lack of clear, consistent communication between participants, providers, and support teams can cause significant misunderstandings. This may result in missed services, duplicated efforts, or critical support falling through the cracks.
Who Can Help You Resolve NDIS Disputes?
Navigating a dispute or issue within the NDIS can be challenging, especially when you’re unsure of your rights or the correct steps to take. Fortunately, there are professionals and organisations dedicated to helping you resolve concerns, advocate for your needs, and ensure your NDIS supports remain aligned with your goals and wellbeing.
Here’s a breakdown of who can assist and how they can help:
1. Support Coordinators
Support Coordinators play a critical role in helping participants manage their NDIS plans and resolve issues that may arise with service providers or funding. They act as a bridge between you and the broader NDIS ecosystem.
How they can help:
- Mediate disputes between participants and service providers, aiming for a resolution that protects the participant’s rights and best interests.
- Clarify your NDIS rights and responsibilities, including what services you’re entitled to, how budgets can be used, how much of your funding is allocated to a service and what steps to take if something goes wrong.
- Provide advocacy and representation, especially in conversations with providers or during plan reviews.
- Coordinate additional supports if a breakdown in service delivery has impacted your wellbeing.
2. Plan Managers
If you have a Plan-Managed NDIS plan, your Plan Manager is responsible for overseeing your budget and processing provider invoices. They can assist with financial-related issues and ensure your funds are used appropriately.
How they can help:
- Review invoices and spending to identify errors, overcharging, or misused funds.
- Communicate directly with providers about billing concerns, payment delays, or disputed charges.
- Ensure financial compliance with NDIS price guides and funding categories.
3. NDIS Quality and Safeguards Commission
The NDIS Commission is an independent body that is responsible for overseeing the quality and safety of services provided under the Scheme. It handles formal complaints and ensures that registered providers meet national standards.
When to contact them:
- If you or someone you care for experiences abuse, neglect, or exploitation
- In cases of serious or repeated service failures
- If a provider has breached NDIS Code of Conduct or their responsibilities
For example, if a provider is delivering unsafe care or has breached professional boundaries, the NDIS Commission will assess the case and take necessary action. They may suspend or deregister the provider.
How to report:
You can lodge a complaint online through the NDIS Commission website, by phone, or in writing. The Commission will assess the complaint and take appropriate action, which may include investigations, sanctions, or referrals.
4. Disability Advocacy Services
Advocacy services offer independent, confidential support to help you understand and exercise your rights under the NDIS. Advocates are not affiliated with the NDIS or providers, ensuring their support is unbiased and participant-led.
How they can help:
- Support you through formal complaints or appeals, including to the NDIS Commission or Administrative Appeals Tribunal (AAT)
- Help you understand your rights and options if you feel unheard or mistreated
- Assist with accessing fair outcomes, especially for participants with limited communication capacity or high support needs
Where to find support:
se the Disability Advocacy Finder to locate services in your area. Many advocacy services are free and specialise in NDIS-related concerns.
Practical Tips on How to Handle NDIS Issues
Before lodging a complaint or becoming overwhelmed by the situation, try these steps:
1. Keep NDIS Records
Document everything. Record dates, names, what happened, and any communications. This helps if you need to escalate things.
2. Raise the Issue Promptly
Many issues can be resolved with a simple conversation. Speak directly with the service provider. Or go to your support coordinator. That’s what we are here for. We can empower you to speak to the provider, or mediate on your behalf. If you decide you don’t want to continue with a service or provider, we’ll find you replacements that are more compatible.
3. Stay Calm and Clear
Use factual, respectful language when raising concerns. Focus on the impact the issue is having on your wellbeing or plan goals.
4. Request a Formal Review or Meeting
If the issue persists, request a formal meeting to discuss your concerns with your provider or Support Coordinator.
What Measures Should You Take After a Dispute?
After resolving an issue, take proactive steps to prevent similar problems:
- Review your service agreements to make sure everything is up to date
- Debrief with your support coordinator to reflect on what worked and what didn’t
- Consider switching providers if the relationship is no longer working
- Provide feedback to help improve services, whether positive or negative
NDIS Participants Always Have the Right to Speak Up
The NDIS is built to support your voice, choice, and control. If something doesn’t feel right, don’t stay silent. Whether it’s a minor issue or a serious concern, knowing how to handle disputes with NDIS services can help protect your wellbeing, funding, and future outcomes.
Do You Need Help Navigating an NDIS Issue?
At Achora, we’re here to support you every step of the way. Our experienced Support Coordinators and Plan Managers advocate on your behalf and manage issues before they arise.
Contact us today for personalised support in resolving your NDIS service concerns.
