NDIS NAVIGATION 101 • MODULE 5

Advocacy & Complaints — Raise Concerns Safely

How to raise concerns, request reviews, and access advocacy or legal supports — with templates and safe scripts you can use immediately.

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What You'll Learn in This Module

  • How to raise a formal complaint or request an internal review
  • Which external review and appeal routes exist and when to use them
  • How to build a concise complaint file and evidence bundle
  • Safe scripts for raising concerns with providers, planners or NDIA staff
  • How to find and work with an advocate or legal support

Start with Informal Resolution (If Safe)

Many problems are resolved quickly by speaking calmly to the person directly responsible (a planner, LAC, provider manager or therapist). Try a short, factual email or phone call first — keep records of all contact.

Quick script for an informal approach:
“I’d like to raise a concern about [brief summary]. Could we schedule 15 minutes to clarify the decision and check whether any information is missing? I’ll send a short summary first so it’s clear.”

If the person responds helpfully, keep a dated record of the outcome. If you don’t get a satisfactory response, move to a formal complaint or review.

Formal Complaints and Internal Reviews

If informal steps fail, make a formal complaint or request an internal review. Keep the request factual, limited to the decision or conduct, and attach a concise evidence bundle (cover sheet + supporting docs).

  1. Identify the decision or conduct: quote dates, decision references and who made the decision.
  2. Provide a short explanation: 1–2 paragraphs stating why it’s incorrect or unsafe.
  3. Attach evidence: labelled documents and a one-page cover sheet.
  4. State the remedy: what change you want (e.g., “increase hours”, “amend the plan”).
  5. Request acknowledgement: ask the organisation to confirm receipt and provide a time estimate.
Record everything: keep dated copies and notes of phone calls (who, when, what was said).

External Review & Appeal Options (If Internal Review Fails)

If an internal review does not resolve the issue, consider external options. Common routes include:

  • Administrative tribunal / independent review — formal appeals to a tribunal or review body (for example, the AAT in Australia). These are formal legal processes and often have time limits.
  • NDIS Quality & Safeguards Commission — use this for complaints about the quality or safety of registered NDIS providers (not NDIA decisions).
  • Legal advice or advocacy agencies — community legal centres, Legal Aid, or specialist advocates can help prepare appeals or represent you.
Important: External routes can be time-limited and formal. Seek advice early and record deadlines (acknowledgement dates, response deadlines).

Building a Practical Complaint File

A reviewer should be able to understand your case quickly. Make the file short, labelled and easy to scan.

Essential file contents:
  • Cover sheet: one page summary of request and where evidence sits
  • Chronology: 1 page timeline of key events
  • Key evidence: 2–6 pages of the strongest reports / logs
  • Correspondence: copies of NDIA/provider letters and emails
  • Named contact: who can be reached for clarification

Safe Phrases for Complaints & Escalation

Opening line:
“I am writing to raise a formal concern about [decision or conduct]. I have attached a short summary and key evidence for your review.”

When challenged:
“I’m focused on the facts and the impact on daily life. I will rely on the evidence provided and look forward to your acknowledgement.”

If asked to withdraw:
“I expect this matter to be considered formally and recorded. I am requesting a written response and acknowledgement of this complaint.”

Template: Formal Complaint Letter

[Your name]
[Participant name / NDIS number]
[Contact details]

To: [NDIA Review Team / Provider Complaints Officer]
Date: [Date]

Subject: Formal complaint regarding [decision/incident] — [date/reference]

Dear [name or “Review Team”],

I am writing to make a formal complaint about [brief description of decision or incident].

What happened:
[Concise facts, dates, who was involved — 3–5 short bullets]

Why this is incorrect or harmful:
[Link to functional impact and evidence — 2–4 short bullets]

What I want done:
[The remedy you are seeking — e.g., “rewrite plan to include X”, “increase sessions to Y/week”]

Evidence attached:
• Cover sheet (summary)
• [Report name — date — page]

Please acknowledge receipt and advise the expected timeframe for your response.

Yours sincerely,

[Your name]
[Contact details]

Finding Advocacy & Legal Support

If the matter is complex, consider seeking help from a specialist advocate or legal clinic. Options include:

  • Community legal centres — free or low-cost help in many areas
  • Disability advocacy organisations — practice-specific advocacy and assistance
  • Private lawyers — for formal appeals and representation in tribunals
  • NDIS Quality & Safeguards Commission — for provider-related complaints
If you choose an advocate, get a scope of work and an agreement in writing so roles and costs are clear.

Course Complete — Next Steps

You’ve finished NDIS Navigation 101. Use the templates on this page to prepare your requests, and contact an advocate if you need extra help. Return to the course home to review any module.

Return to Course Home →