The Agency must endeavour to provide timely and accurate information to people with disability and other people in order to assist them in making informed decisions about the NDIS. [s15]
Information that is correct and accessible is clearly very important for the effective functioning of the NDIS. If information has not been provided, is unclear, or is not available in the relevant format, independent advocacy may help to ensure that the Agency is using its best endeavours to provide information to assist people with disability to make informed decisions.
The NDIA has developed a Charter of Service and Agency employees are bound by the Australian Public Service Values. Public Service Act 1999 (Cth) s10. If a person is unhappy with with the services or assistance provided by the NDIA they can give feedback or complain.
For information about the General Conduct of the Agency, including how the NDIA interacts with the public, see these Operational Guidelines.
For participants and prospective participants
A participant is a person who has entered the scheme. A prospective participant is a person who has made an access request which has not yet been decided.
The Act allows the Agency to provide support and assistance (including financial assistance) to a participant or prospective participant, in relation to doing things or meeting obligations for the NDIS. [s6]
If facing challenges in relation to providing information, preparing statements or fulfilling statutory obligations, participants and prospective participants should investigate whether any suitable services or assistance are available from the Agency. If not, advocating for such supports to be offered may be worth considering.
For people with disability who are not participants
The Agency may provide general supports for people with disabilities who are not participants, including coordination, strategic and referral services. [s13] The Agency may also provide assistance through funding other persons or entities for the purposes of enabling people with disability to realise their potential and participate in social and economic life. [s14]
If a person is facing challenges in determining whether they are eligible for the Scheme, in making an access request or in relation to another purpose of the NDIS, people should investigate whether any suitable services or assistance are available from the Agency, or other entities or individuals. If not, advocating for such supports to be offered may be worth considering.
The support that will be available through the Information, linkages and capacity building (ILC, formerly called Tier 2) component of the Scheme is still being finalised.
For more on how the NDIA may provide support and assistance, see these Operational Guidelines.