Despite the fact that the NDIS aims to give people with disability more flexibility and control, advocacy is just as important as ever. This is because power still resides largely with those groups implementing change – the government, the bureaucracy, and non-government service providers. Vigorous advocacy is needed so that the views and aspirations of those upon whom these changes will have the most effect, your family members with disability, are heard and taken action on. Otherwise, decisions will continue to be made on their behalf.

Therefore we believe advocacy will always be needed and will be lifelong, because of the following reasons:

  • The impact of disability 
  • Values of society
  • Social impact of disability 
  • Impact of the human service system

Our staff can provide phone advice on:

  • preparing for an annual plan review
  • how to advocate for your family member if you are not happy and wish to review their NDIS Plan 
  • how to understand the documentation that has been received from the NDIA
  • whether proceeding to Appeal is the right option
  • troubleshooting.


NDIS Plan Tips

NDIS Troubleshooting Guide as PDF and as a Word doc.

NDIS Service Agreement Guide

Reasonable and Necessary Flowchart

Challenging an NDIS Decision Flowchart

A guide to the Administrative Appeals Tribunal (AAT)

NDIS Internal Review Guide



This is a webinar to guide families in their advocacy efforts, in particular around the NDIA and making the most from the plan. 

It is available in YouTube as a Playlist with Auslan interpreting and closed captions. You can also watch each of the five topics individually:


Troubleshooting and where to complain

Have an NDIS issue?


Where to go?

Contact details

Any NDIS problem

Family Advocacy

Call 9869 0866 or 1800 620 588

Not happy with NDIS plan / review NDIS plan

Family Advocacy


National Disability Insurance Agency (NDIA)

Call 9869 0866 or 1800 620 588


Call 1800 800 110 or see

Not happy with NDIA decision of an internal review/appeal

Family Advocacy


Administrative Appeals Tribunal

Call 9869 0866 or 1800 620 588


Call 1800 228 333 or see 

Not happy with NDIA service/process


Call 1800 800 110 or see

Not happy with products/services bought using NDIS plan

NSW Department of Fair Trading

Call 13 32 20 or see

 Not happy with the provider of disability supports

NDIS Quality and Safeguards Commission

 Call 1800 035 544 or see how to make a complaint online

 Not happy with the NDIA's actions


 Commonwealth Ombudsman

Call 1300 362 072 or see

Contact your Federal MP

Find your MP here

What are the roles of these organisations?

NDIA: Review – perform an internal review of any decision made by the NDIA. 

NDIA: Complaints line – the NDIS Complaints Procedure requires that they: act immediately where there appears to be a high risk of harm, neglect or abuse; aim to acknowledge complaints within the next business day from receipt; call you within two business days of acknowledgement; aim to resolve complaints within 21 business days of receipt.

Administrative Appeals Tribunal – an independent body, can review a range of the decisions made by the NDIA. You cannot ask the AAT to review a decision by the NDIA until the decision has been internally reviewed by the NDIA. Click here to see our AAT Guide.

NSW Department of Fair Trading – safeguards the rights of all consumers and advises business and traders on fair and ethical practice. They provide services directly to individuals and businesses to create a fair, safe and equitable marketplace.

NDIS Quality and Safeguards Commission – The NDIS Quality and Safeguards Commission is an independent agency established to improve the quality and safety of NDIS supports and services. These pages are of particular relevance: 

Commonwealth Ombudsman – can consider complaints about Australian Government agencies, including the NDIA. They also use information from complaints to help agencies improve their services.

Federal MPs - They support local constituents with issues under the Commonwealth Government. 

Other useful links:

Rights under Australian Consumer Law: 

Resourcing Inclusive Communities: Self Direction - information on self-managing supports through the NDIS

Every Australian Counts is the grassroots campaign that fought for the introduction of the NDIS. The campaign continues to fight to make sure the NDIS delivers on its promise to people with disability.


As an advocacy organisation we are interested to hear about your experiences around the NDIS - please contact us.

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