Navigating complaints, compliance and safeguarding in the NDIS
Working within the NDIS can be rewarding but it also comes with complex responsibilities. For allied health providers, support coordinators and practice owners, ensuring participant safety isn’t always straightforward. Even when the right steps are taken, reporting concerns can lead to frustrating delays, unexpected consequences and, in the most tragic cases, life-or-death outcomes.
This article explores the realities of raising concerns in the NDIS – from understanding who to report to through to the emotional toll of speaking up when systems don’t respond as they should.
When reporting doesn’t lead to action
Many providers share the same difficult question: what happens when you do the right thing, report an issue, and no one follows up? Some have seen investigations stall until it was too late while others have been disengaged from service arrangements after raising concerns. The reality is that compliance processes can be slow and fragmented and providers who step forward often face unexpected risks.
Who is responsible for what?
One of the biggest challenges is knowing where to send a complaint. Different issues fall under different bodies:
NDIA – for fraud, misuse of funds and suspicious claims
NDIS Commission – for provider conduct, safeguarding and quality of care
Police and state-based agencies – for criminal, abuse or neglect concerns (for example, the NSW Ageing & Disability Commission or the Office of the Children’s Guardian)
Without clear pathways, providers can be left unsure about whether they’ve contacted the right authority and whether action will follow.
Real-world impacts of system failures
Case examples highlight the human cost of these gaps:
Fraud and non-compliance reports going unaddressed
Investigations dragging on until after a participant has died
OTs and support coordinators being disengaged after raising red flags
The heavy emotional toll of holding professional and ethical responsibilities without clear systemic support
These stories show why reporting is both necessary and, at times, incredibly difficult.
Why some providers hesitate to report
It’s no surprise that many providers think twice before submitting a complaint.
The risks can feel personal and professional – from being removed from service arrangements to dealing with prolonged uncertainty to facing an overwhelming administrative burden. Yet not reporting also carries serious consequences.
Building safeguards into your own practice
The most effective approach is to put clear internal processes in place. This means:
Having a set threshold for when a matter requires reporting
Documenting everything – case notes, emails and conversations
Submitting reports to multiple bodies where appropriate (more is more)
Taking the emotion out of decision-making by following established procedures
Knowing when and how to escalate concerns further – whether to the media, local MPs or Ministers’ offices – if systems fail to act
Key takeaways
There is no one-size-fits-all reporting pathway – knowing who to contact is crucial
Delayed action can have devastating outcomes including loss of life
Reporting can carry risks for providers but silence carries greater risks for participants
Internal documentation is essential for accountability and protection
Escalation beyond the NDIS is sometimes necessary when urgent risks are ignored
If in doubt, report – it’s better to act and be safe than to remain silent
Important contacts
NDIS Fraud Reporting and Scams Helpline – 1800 650 717 |
[email protected]
NDIS Commission – www.ndiscommission.gov.au
NSW Ageing & Disability Commission – www.ageingdisabilitycommission.nsw.gov.au
Office of the Children’s Guardian – for matters involving children
(Each state and territory may have its own equivalent reporting bodies.)
Final thoughts
Reporting under the NDIS is rarely simple and providers often find themselves caught in grey areas between compliance, safeguarding and professional ethics. But having clear procedures, documenting thoroughly and knowing when and how to escalate can help protect both participants and providers.
Above all, the message is clear: if you see something, report it. Even when the system feels slow or unresponsive, speaking up remains a crucial safeguard for the people we support.
Australia