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Information for NDIS participants from the Quality and Safeguards Commission

National Disability Insurance Scheme (NDIS) participants may be worried about getting the support they need during coronavirus (COVID-19). The NDIS Quality and Safeguards Commission (the Commission) has put together a factsheet for participants to help explain some of the changes they might expect.

The Commission is working with NDIS providers to make sure they understand what they need to do when delivering your supports and services.

What changes may happen because of coronavirus?

There will be some unavoidable changes to some of your supports and services. These changes might include:

  • a different worker may provide your supports and services
  • some services may need to change or be postponed until coronavirus restrictions are lifted
  • you may get your support in a different way – like through a video chat or over the phone
  • some places you usually visit may be closed, like the movies.

What you should expect

Your providers should:

  • try to keep you safe from catching the virus
  • let you know about any changes to your supports or services
  • make sure you’re still getting the supports you need for your health and safety
  • make sure they’re still respecting your rights.

How to make a complaint

If you don’t feel safe or are unhappy with your services, you can talk to the Commission about your concerns.

If you’re in New South Wales, South Australia, the Australian Capital Territory, Northern Territory, Queensland, Victoria or Tasmania, you can make a complaint to the Commission by:

  • calling 1800 035 544 (free call from landlines) or TTY 133 677
  • calling the National Relay Service and asking for 1800 035 544
  • completing a complaint contact form.

If you’re in Western Australia, contact the Health and Disability Services Complaints Office to make a complaint until 30 June 2020.


You can find the original resource for this information on the NDIS Quality and Safeguards Commission website. There is also an Easy Read version available.

Advocacy tips

  • Service providers should explain any changes to your supports or services because of coronavirus. This includes changes to your support workers or the times that they will support you.

  • If you are not happy with something your service provider does, you can make a complaint using their complaints process.

  • If you are not happy with how your service provider has handled your complaint, you can ring the NDIS Quality and Safeguards Commission on 1800 035 544.

  • If you want to speak to a disability advocate to help you make a complaint, you can find your closest advocacy organisation on the Disability Advocacy Finder website.

14 May 2020
Applies to all states