Information and resources for all NDIS providers
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Message from the Commissioners
We have had the opportunity to meet with Minister McAllister, and we look forward to working together to improve quality, safety and sustainability across the sector.
Last week, we presented at the DSC conference – which many of you may have attended - on our role in the NDIS ecosystem and modernising our systems as a formidable regulator committed to human rights-based regulation. We also acknowledged that there has been a great deal of change and uncertainty in the sector, with many providers feeling unsure about the changes and how they will be affected.
In the newsletter below you’ll find:
- a brief overview of our new approach to handling complaints and reportable incidents
- information on why providers cannot offer ‘independent advocacy’ to participants
- information to help participants who are considering using platform providers, and
- our Quality Roadmap, that explains what we mean by quality supports and services.
We’ve also launched our annual stakeholder survey, seeking feedback from NDIS providers, workers, participants and others in the sector about what we’re doing well, and where you think we can improve. We encourage you to complete this survey – your feedback will help inform the way we work and communicate with our stakeholders.
Louise Glanville and Natalie Wade
NDIS Quality and Safeguards Commissioner and Associate Commissioner
Have your say in our annual stakeholder survey
Our annual stakeholder survey is now open. We’d like to know what you think we’re doing well and where we can improve. We encourage providers, workers and people with disability and their supporters to take a few minutes to share your thoughts.
Please feel free to pass this email on to your colleagues and networks. The survey is anonymous and is being conducted by an independent organisation. Your feedback will help to inform our ongoing work, ensure our systems and processes are fit-for-purpose, and improve the way we communicate with our stakeholders.
Submissions close 13 June 2025.
A consistent, risk-based approach to managing complaints, incidents and enquiries
The NDIS Commission is continuing to mature as a regulator and later this year will start rolling out improvements to how we assess and prioritise the complaints, enquiries and reportable incidents we receive.
As part of this process, more low-to-moderate risk matters may be referred to providers to address in a timely and effective way. This reflects our view that many issues are best resolved early and locally, by those delivering the service. It also ensures the NDIS Commission can focus our regulatory efforts on serious and systemic matters where there is significant risk to participant safety, wellbeing or rights.
Providers play a critical role in the success of this approach. All providers are expected to have an accessible and effective complaints process in place, and to respond promptly, respectfully and fairly. This includes proactively supporting people with disability to understand how to make a complaint.
Importantly, participants and others can still contact the NDIS Commission with complaints or concerns at any time. All information received – whether it results in regulatory action or not – helps us build a clearer picture of provider performance and potential risks across the market.
The NDIS Commission’s shift away from management of individual complaints and incidents to a systemic, risk-responsive regulatory posture will allow us to have greater impact on the quality and safety of the sector. As the NDIS has grown as a scheme, so too have the volume of complaints made to the NDIS Commission, rising from 7,800 in 2021-22 up to 29,000 by 2023-24. A consistent, risk-based approach is essential to ensure that we are fulfilling our role as a formidable regulator.
Visit our website for more information on Complaints Management and Incident Management.
Why NDIS providers cannot offer independent advocacy
We’ve recently been alerted to a small number of NDIS providers offering ‘independent advocacy’ as a service to NDIS participants. It’s important that NDIS providers, participants, peak bodies, and sector stakeholders know the distinction between support services and independent advocacy under the NDIS Act 2013, and understand that NDIS providers cannot offer independent advocacy.
Independent advocacy is defined in the NDIS Act as ‘advocacy that is independent of the Agency, the Commission and any NDIS providers’. This means that it must not be offered by any provider delivering NDIS supports or services, even if the advocacy is offered free of charge, or if the participant is not receiving other supports from the provider.
NDIS providers – whether registered or unregistered – that offer, market or present their services as independent advocacy may be in breach of the NDIS Code of Conduct, and may face regulatory action from the NDIS Commission.
To learn more about the distinction between NDIS service delivery and independent advocacy, please visit NDIS Service Provision vs Independent Advocacy – what’s the difference?
ACCC fines Bedshed and Thermomix for allegedly misleading customers over NDIS endorsement
The Australian Competition and Consumer Commission (ACCC) has recently taken enforcement action against two NDIS providers for misleading claims. Thermomix Australia paid $79,200 in penalties after promoting its kitchen and cleaning appliances as “NDIS approved”, while Bedshed was penalised $39,600 after advertising mattresses and furniture using similar claims. These claims were false and misleading, as the NDIS does not endorse or approve specific products.
Providers should ensure all advertising is accurate and does not imply NDIS approval. Misleading marketing undermines participant trust and choice and may breach Australian Consumer Law. This enforcement action by the ACCC follows the establishment of the NDIS (Fair Price and Australian Consumer Law) Taskforce, which sees the ACCC work collaboratively with the NDIS Commission and NDIA as part of broader efforts to address concerning practices in the NDIS market.
Visit our website for more information on fair pricing or read the full ACCC media releases at Bedshed pays penalties for allegedly misleading customers over NDIS endorsement | ACCC and Thermomix pays penalties for allegedly misleading customers over NDIS endorsement | ACCC.
NEW RESOURCE: Things to consider when choosing a Platform Provider
We have published a new resource to help NDIS participants make an informed decision about using Platform Providers.
The handy infographic highlights five key areas participants should consider before deciding to access NDIS supports and services via a Platform Provider. These five categories were raised as concerns for participants through our Own Motion Inquiry into Platform Providers in the NDIS Market.
It’s important to remember that pricing arrangements, policies and procedures can vary significantly between different Platform Providers, so participants and their supporters should keep this in mind when making decisions.
Quality Roadmap
We've developed a Quality Roadmap to help NDIS participants, providers and workers understand what we mean by quality supports and services.
The roadmap outlines some of the key drivers and features of quality and complements other resources we’ve published to drive better outcomes for NDIS participants.
Key resources to help you
Our website has a range of key resources to support you in delivering safe and quality services and complying with your registration.
Find the links here:
- Provider registration
- Worker resources
- NDIS Code of Conduct
- Worker screening
- NDIS Practice Standards
- Reportable incidents
- Incident management
- Workforce Capability Framework
Resources for Behaviour Support Practitioners
Connect with us
Stay in touch with the NDIS Commission on social media:
General Enquiries
1800 035 544 (free call from landlines)
Our contact centre is open Monday to Friday 9am - 5:30pm AEST, excluding public holidays.
To provide feedback, contact the NDIS Commission by emailing
contactcentre@ndiscommission.gov.au.
Thanks for reading!
You can find past issues of the NDIS Commission provider newsletter on our website.
