What is the NDIS?
The NDIS provides funding to eligible people with disabilities to gain more time with family and friends, greater independence, access to new skills, jobs, or volunteering in their community, and improved quality of life. The NDIS also connects anyone with a disability to services in their community. This includes connections to doctors, community groups, sporting clubs, support groups, libraries, and schools, as well as providing information about what support is provided by each state and territory government. The NDIS now supports over 500,000 Australians with a disability to access the services and support they need. This includes supporting approximately 80,000 children with developmental delays, ensuring they receive support early so that they achieve the best outcomes throughout their lives.
Every NDIS participant has an individual plan that lists their goals and the funding they have received. NDIS participants use their funding to purchase support and services that will help them pursue their goals. Everyone has different goals but they could include things like getting and keeping a job, making friends, or participating in a local community activity. NDIS participants control the support they receive when they receive it, and who provides it.
What are the NDIS Practice Standards?
The NDIS Practice Standards create an important benchmark for providers to assess their performance, and to demonstrate how they provide high-quality and safe supports and services to NDIS participants. Together with the NDIS Code of Conduct, the NDIS Practice Standards will assist NDIS participants to be aware of what quality service provision they should expect from NDIS providers. The outcomes of the NDIS Practice Standards are included within the National Disability Insurance Scheme (Provider Registration and Practice Standards) Rules 2018. The National Disability Insurance Scheme (Quality Indicators) Guidelines 2018 list the outcomes of the NDIS Practice Standards, and the associated quality indicators NDIS providers can use to demonstrate conformity with the outcomes.
The NDIS Practice Standards consist of a core module and several supplementary modules that apply according to the types of supports and services NDIS providers deliver.
The Core modules are:
Rights and responsibilities of participants
Governance and operational management
Provision of supports
Support provision environment
The supplementary modules cover:
High-intensity daily personal activities
Specialist behavior support
Implementing behavior support plans
Early childhood supports
Specialized support co-ordination
Specialist disability accommodation
Each module has:
A series of high-level, participant-focused outcomes. For each outcome, quality indicators that auditors will be used to assess a provider’s compliance with the Practice Standards.
NDIS Quality & Safeguards Commission
The NDIS Commission works with participants and providers to improve the quality and safety of NDIS services and supports. If there is something that you are not happy with you have the right to voice your opinions and be heard.
How to make a complaint
People with a disability have the right to complain about the services they receive.
If you have a concern about your current NDIS supports or services, it is important that you talk about it.
Complaints are important—they can help providers understand what is important to people with disability and improve the quality of services they provide, so your complaint can help other people too.
If you feel comfortable, you are encouraged to raise your concern or complaint with your service provider first, as this is often the best way to have your issue resolved quickly.
All registered NDIS providers must have a complaints management and resolution system in place.
If the service provider is unable to resolve your concern or complaint, then you should seek further support.
You may seek support from family, a friend, or an independent advocate in making a complaint.
A complaint can be made to the NDIS Commission 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.
The NDIS Commission can take complaints from anyone about:
NDIS services or supports that were not provided in a safe and respectful way
NDIS services and supports that were not delivered to an appropriate standard
How an NDIS provider has managed a complaint about services or supports provided to an NDIS participant.
As well as dealing with complaints, the NDIS Commission works to educate providers about delivering quality and safe supports, and effectively responding to complaints. If a complaint raises a serious compliance issue, the NDIS Commission has powers to take action.
For further information about the role of the NDIS Commission and how they can support you please visit the website: www.ndiscommission.gov.au