When a person is dissatisfied with the Agency’s decisions or actions, and believes relevant rules and procedures have not been observed, there may be avenues to pursue. Info

Advocacy, directed at clearly identifying where the person believes the law has been ignored or misapplied, may prompt the Agency to re-evaluate a decision or take further action towards a better outcome.

If, however, the reasoning and the rules applied are unclear or difficult to understand, a person should first seek out an explanation of the decision and what evidence has been relied upon by the Agency.

The reasons for a decision may show that a relevant matter may have been overlooked, misunderstood or given too little weight.

When a person is dissatisfied with an adverse decision he or she should contact the original decision-maker, who can change the decision.

A person may be assisted to seek explanation or communicate arguments by an advocate or support person. See navigating the NDIS for advocacy and other support options.

If such advocacy is unsuccessful, options for formally challenging the decision should be considered.

When a reviewable decision has been made, a person who is directly affected by the decision may make a request that the Agency review that decision.  The outcome of this internal review can also be reviewed by applying to the Administrative Appeals Tribunal.

As the Agency is an Australian Government agency, its actions and decisions can be investigated by the Commonwealth Ombudsman, regardless of whether it is a reviewable decision.

Continued advocacy of a person’s cause to the Agency may be worth maintaining as other formal review options are explored.


Last Modified: June 29, 2016