NDIS Complaints and Appeals: How to Challenge a Decision

NDIS Complaints vs Appeals: The Two Pathways Explained

If something goes wrong in the NDIS, you have two separate pathways depending on who you're unhappy with and what the issue is:

• Appeals — When you disagree with an NDIA decision about your access, plan, or funding. This goes through the NDIA's internal review and potentially the Administrative Review Tribunal (ART).
• Complaints — When you have an issue with an NDIS provider or support worker — quality of service, safety concerns, billing issues, mistreatment. This goes to the NDIS Quality and Safeguards Commission.

Many people confuse these. If you're unhappy with the amount of funding in your plan, that's an appeal. If your support worker isn't showing up or your provider is invoicing for hours they didn't work, that's a complaint.

Internal review — your first step for NDIA decisions

If you disagree with an NDIA decision — for example, you were denied access to the NDIS, or your plan funding was reduced, or a specific support was refused — your first formal step is an internal review (also called a Section 100 review).

How to request an internal review

1. You have 3 months from the date of the decision to lodge your request (though extensions can be granted in some circumstances).
2. Write a clear request — State what decision you're challenging, why you disagree, and what outcome you want. Attach any supporting evidence (therapist reports, letters, functional assessments).
3. Submit it — Through the myplace portal, by email, or by post to the NDIA.
4. A different NDIA staff member (not the original decision-maker) reviews the case. They consider new evidence and your arguments.
5. You get a written outcome — This can take several weeks. The NDIA may affirm the original decision, vary it, or set it aside and make a new decision.

External Review at the ART for NDIS Appeals

If you're unhappy with the internal review outcome, you can apply to the Administrative Review Tribunal (ART) for an external review. As of 2025–26, the ART has replaced the former Administrative Appeals Tribunal (AAT) for NDIS matters.

What to expect at the ART

• Time limit: You have 28 days from the internal review decision to apply
• No cost to apply: There's no application fee for NDIS matters
• Two stages: The ART typically tries case conferencing first — an informal discussion between you (or your representative), the NDIA, and a tribunal member to try to resolve the matter by agreement. Most cases settle here
• Hearing: If case conferencing doesn't resolve things, the matter proceeds to a formal hearing where the tribunal makes a binding decision
• You can have representation: A support coordinator, advocate, lawyer, or family member can represent you

The ART process can take months. While it's underway, your existing plan (or the supports you had before the decision) usually continues — but confirm this with your plan manager.

Complaints about providers: the NDIS Commission

If your complaint is about an NDIS provider (not the NDIA), it goes to the NDIS Quality and Safeguards Commission. This covers:

• Poor or unsafe service delivery
• Provider staff behaving inappropriately
• Billing fraud or overcharging
• Breach of the NDIS Code of Conduct
• Restrictive practices being used without authorisation
• Neglect or abuse

You can make a complaint to the Commission by phone, online form, or email. They'll assess the complaint and may investigate the provider. The Commission can take enforcement action — including fines, compliance orders, and banning providers from the NDIS.

Practical tips for a stronger case

• Document everything — Keep copies of all correspondence, decision letters, reports, and emails. The stronger your paper trail, the stronger your case.
• Get supporting evidence — A report from your OT, psychologist, or specialist explaining why the support is necessary carries significant weight. Don't rely on your opinion alone.
• Be specific about what you want — "I want more funding" is vague. "I need funding for 6 hours per week of physiotherapy because my condition has deteriorated and here's the OT report confirming it" is specific.
• Talk to your plan manager or support coordinator first — Sometimes what looks like a bad decision is actually a misunderstanding or administrative error that can be resolved without a formal appeal.
• Don't be intimidated — The review and appeal system exists for a reason. The NDIA expects people to challenge decisions. It's part of the process.

Challenging an NDIS decision can feel daunting, but you don't have to do it alone. Advocacy organisations in every state can help (free of charge), and a good support coordinator or plan manager can guide you through the process. The system is there to be used — don't accept a decision that doesn't reflect your needs. For more context, see our guides on reasonable and necessary supports and the plan review preparation guide.