Every registered NDIS provider must comply with the NDIS Code of Conduct. As a participant, this gives you specific, enforceable rights about how you are treated, how your support is delivered, and how complaints are handled. Knowing these rights puts you in a stronger position when problems arise.

What the Code of Conduct requires

The NDIS Code of Conduct is set by the NDIS Quality and Safeguards Commission. It applies to all registered providers and the workers they employ. It says workers must:

Act with respect for individual rights to freedom of expression, self-determination, and decision-making.

Respect privacy.

Provide supports and services in a safe and competent manner.

Act with integrity, honesty, and transparency.

Promptly take steps to raise and act on concerns about quality and safety.

Take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse.

Take all reasonable steps to prevent and respond to sexual misconduct.

These aren't aspirational ideals. They're enforceable standards. Breaches can result in fines, banning orders, and prosecution under federal law.

Your specific rights as a participant

Translating the Code of Conduct into practical rights:

You have the right to choose your providers. You don't have to stay with a provider you're unhappy with. You have notice periods (set by service agreements) but no provider can lock you in.

You have the right to be treated with dignity and respect. This includes being addressed appropriately, having your preferences respected, and not being talked down to or treated as incapable.

You have the right to make decisions about your own life and supports. Even if family members or providers disagree, you have decision-making authority.

You have the right to privacy. Your personal information, your home, your medical history, your support details — all confidential. Workers can only share information with your authorisation or where law requires it.

You have the right to safe support. Workers should be properly screened (NDIS Worker Screening), trained for the tasks they do, and operating within safe practices.

You have the right to make complaints without retaliation. Provider can't punish you, terminate services, or treat you worse for raising concerns.

You have the right to clear and honest information from your providers. Including what services they're delivering, how they're charging, and what you're entitled to.

You have the right to refuse support at any time. No worker can force or pressure you into anything.

You have the right to report concerns to the NDIS Commission. The Commission has investigative powers and can take action against providers who breach the Code.

What good support looks like vs poor support

Some practical signs.

Good support:

Workers arrive on time and stay for the agreed duration.

Workers communicate clearly and ask before doing things.

Workers respect your home, your routine, and your preferences.

You feel safe and comfortable with the worker.

Concerns get raised and addressed promptly.

Providers communicate proactively about changes, issues, or problems.

Service agreements are followed. Hours, rates, and tasks match what was agreed.

Workers acknowledge mistakes and learn from them.

Poor support (or worse):

Workers consistently late or no-shows without explanation.

Workers being rough, dismissive, or condescending.

Workers using your home, possessions, or time inappropriately.

Workers ignoring your preferences or doing things their way.

Concerns raised but not addressed.

Sudden changes to service without consultation.

Billing inconsistencies or unexplained charges.

Workers behaving in ways that feel unsafe or boundary-crossing.

If you're seeing any of the second list, that's a problem worth addressing — either with the provider or by escalating to the Commission.

How to report a provider

If you have concerns about a provider, your options are:

Talk to the provider directly. Many issues can be resolved internally. Speak to the worker's supervisor or the organisation's complaints contact.

Contact the NDIS Quality and Safeguards Commission. The Commission handles complaints about providers and individual workers. Phone 1800 035 544. Or use their online complaint form. Complaints can be anonymous.

Contact NDIS more broadly. If your complaint relates to NDIA decisions or systemic issues rather than provider conduct, NDIA's general line is 1800 800 110.

Use disability advocacy services. Free advocacy services like ADA Australia or QAI in Queensland can help you make complaints and represent your interests.

Contact police. If a worker has committed a crime (assault, theft, sexual misconduct), this is a police matter as well as a Commission matter. Don't delay reporting serious incidents.

What happens after a complaint

The Commission's response depends on the seriousness of the complaint.

For minor issues, they may direct you back to the provider's internal process or facilitate a resolution.

For more serious concerns, they may investigate. Investigations can take weeks or months. The Commission can request information from the provider, interview workers and other participants, and review documentation.

For serious breaches, they can take formal action — fines, banning orders, conditions on registration. In extreme cases, they can prosecute.

You as the complainant get progress updates but may not always see the full outcome (privacy and other constraints).

Frequently asked questions

If I complain about a provider, can they retaliate?

The Code of Conduct prohibits retaliation. If you experience retaliation after a complaint, that's an additional complaint worth raising.

Is there a time limit on complaints?

The Commission generally accepts complaints about events within the past two years. Older incidents can sometimes still be considered, especially if they're part of an ongoing pattern.

Can I complain about a non-registered provider?

The Commission's powers cover registered providers. For non-registered providers, your options are more limited — usually civil action or police if there's been a crime. This is one of several reasons the registered/non-registered distinction matters.

What if my issue is with NDIA, not a provider?

Internal review (for plan-related decisions), then AAT for ongoing disputes. The Commission doesn't handle NDIA complaints — different organisation, different remit.

If you have concerns about the support you're receiving, Seareal can talk you through your options. We work with participants across Queensland and we don't tolerate poor practice from providers — including ourselves.