What to do when the NDIS gets it wrong

So you’ve been going along on your NDIS journey preparing, meeting, waiting, and then your latest NDIS plan arrives and...

Something went wrong.

Look, it is not common for the NDIS to stuff up a plan or a decision, but it does happen.

Maybe it’s the bottom line of your plan, maybe it’s a decision about your eligibility, but if you think that the NDIS has made an incorrect decision , we’re going to show you what you can do to set things right.

I’m unhappy with a decision, what can I do

Ask the NDIA to review it by requesting an internal review of the decision.

You have 3 months after the decision is made to request an internal review, so act as promptly.

When asking for a review, it’s very important to be able to explain why you think the decision is incorrect.

Think about the facts you feel have not been considered or if there is any additional information that the NDIA did not have at the time of the decision.

Also, think about how the decision has affected you and what is your ideal outcome of a review.

An NDIA staff member who was not involved in the original decision will review your request and may want to talk to you directly to ensure they fully understand your concern.

The NDIA will let you know in writing if they have decided to change the decision or leave it unchanged.

To find out more visit the internal review of a decision page on the NDIS website.

They gave me a new decision, but I’m still unhappy

If you are still not happy after the internal review of the decision, you can apply for a review by the Administrative Appeals Tribunal (AAT).

The AAT is a tribunal that exists outside the NDIA.

You can only apply for an AAT review after an internal review has been completed. The time limit for making an application is usually 28 days after you receive your internal review decision.

To find out more, visit applying for a review on the AAT website.

I’m upset about my experience with the NDIS, what can I do

Like any reputable organisation, the NDIA welcomes feedback, including complaints.

If you have feedback, give it to your planner, contact your local NDIA office or send an email to feedback@ndis.gov.au

To find out more visit the feedback and complaints page on the NDIS website.

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