29 June 2021

Coronavirus (COVID-19): Support for participants and reminder of NDIS provider obligations​

This alert is a reminder both of the tools and resources available for people with disability during COVID-19, and of your obligations as a provider.

Key points

• There are resources available to support people with disability during COVID-19 to protect themselves, manage their mental health, and access important services.
• We have issued a fact sheet for participants that explains what they can expect from their NDIS providers and workers, and how to make a complaint.
• You must notify the NDIS Commission of any changes or events due to COVID-19 that affect your ability to support NDIS participants.
• We have issued a COVID-19 information pack for providers and workers that contains guidance and support to help you continue to meet your obligations to NDIS participants during the pandemic while managing the risk of infection.

Support for people with disability

Disability Gateway

The Disability Gateway is a free service that provides information and referrals for people with disability who need help because of COVID-19. It can also assist families, carers, and support workers.

The service is available by calling 1800 643 787. If you are deaf, hard of hearing or have a speech impairment, you can also call the National Relay Service on 133 677. It is available Monday to Friday 8am to 8pm (AEST) and Saturday and Sunday 9am to 7pm (AEST). It is not available on national public holidays.

Please share the details of the Disability Gateway with the people you support. They can contact the Disability Gateway if:

• their support worker has not turned up
• their provider has stopped services
• it's hard for them to get food, groceries, medications or other essential items
• someone close to them has symptoms of coronavirus
• they are feeling really upset
• anything else is worrying them.

Fact sheet: What NDIS participants can expect from their providers and support workers

We have written a fact sheet for NDIS participants that explains what they can expect from their providers and workers during COVID-19, including some changes to the delivery of their supports and services during this time.

The fact sheet is also available in Easy Read and Auslan formats, and in 11 community languages.

Please share this fact sheet with the people with disability you support.

Making a complaint to the NDIS Commission

Anyone can make a complaint to the NDIS Commission about the quality or safety of NDIS supports and services – whether or not these issues relate to COVID-19.

Please ensure the people you support know that they can make a complaint to us by:

• Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
• National Relay Service and ask for 1800 035 544.
• Completing a complaint contact form.

Other COVID-19 information for people with disability

• Department of Health: The Australian Government Department of Health website has information about protecting yourself from COVID-19, managing your mental health, and getting access to important services like telehealth and prescription medications.
• NDIS Commission: We have a COVID-19 information webpage containing information and links to resources for people with disability.

Reporting changes or events due to COVID-19

You must notify the NDIS Commission of any change or event that significantly affects your ability to comply with any of your conditions of registration. Please use the COVID-19 notification of events form  to report these changes. This enables us to monitor changes in the NDIS market and to connect you with any supports you might need.

Your requirements to notify the NDIS Commission of reportable incidents under the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018 are separate from the COVID-19 notification of changes or events and remain unchanged.  

COVID-19 information pack for providers and workers

We have issued a COVID-19 information pack for NDIS providers and workers that brings together the guidance and advice we issued during the COVID-19 pandemic to inform, educate and remind NDIS providers of the support available to help you meet their obligations to NDIS participants.

This information pack was originally issued in June 2020; however, the information remains current.

Please read and share this resource with your workers.

Our COVID-19 information webpage contains links to updates, training, alerts and resources for NDIS providers and workers.

Contact us

Call: 1800 035 544 (free call from landlines). Our contact centre is open 9.00am to 5.00pm (9.00am to 4.30pm in the NT), Monday to Friday, excluding public holidays.

Email: contactcentre@ndiscommission.gov.au

Website: www.ndiscommission.gov.au