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What is the NDIS

The NDIS is the National Disability Insurance Scheme. It provides funding for supports and services for people with disability.

The NDIA is the government agency that runs the NDIS and makes decisions about access, plans, and supports.

Who the NDIS is for

The NDIS is for people with disability who meet the access requirements. This includes rules about age, residency, and disability.

The NDIA assesses whether a person meets these requirements based on evidence about their disability and how it affects their daily life.

What an NDIS plan is

If you are approved for the NDIS, you will receive a plan. A plan sets out your goals and the funding you have been approved to use for supports.

Plans include different types of funding, and they explain what supports you can use and how the funding can be managed.

Using your plan

You can use your plan funding to access supports and services that relate to your disability and your goals.

How you use your funding depends on how your plan is managed. This may include self-management, plan management, or NDIA-managed supports.

Common issues

Access applications being rejected. Not enough funding in a plan. Supports not working well. Confusion about decisions. Problems with providers or communication.

Reviews and external appeals

If you do not agree with an NDIS decision, you can ask the NDIA to review it. This is called an internal review.

If you are not satisfied with the outcome of the internal review, you may be able to apply for an external review through the Administrative Review Tribunal.

External review is a formal process where an independent body reviews the decision.

Step 1: Start with the service provider

Most services have their own complaints process. You can contact them directly and explain the issue. It is best to do this in writing and keep a copy.

Sometimes issues can be resolved quickly at this stage.

Step 2: Find the right complaints body

If the issue is not resolved, you may need to complain to an external organisation. The correct place depends on the type of service.

Different services are overseen by different regulators or complaints bodies.

Examples

These are common examples to help you work out where to complain:

NDIS services: You can complain to the NDIS Quality and Safeguards Commission.

NDIA decisions: You can request a review of the decision.

Health services: You can complain to the Health Care Complaints Commission.

Government services: You may be able to complain to an Ombudsman.

Step 3: Get support if needed

Complaints can be complex. You may need help working out where to complain, what to say, and what outcome you are asking for.

MDAA can support you to understand your options and take the next step.

Priority housing and urgent needs

In NSW, you can ask for priority housing through Housing Pathways if your situation is urgent. This can include where your current housing is unsafe, unsuitable, or affecting your health or disability.

Housing providers assess this based on your circumstances and evidence. Priority housing does not guarantee housing, but it can change how your application is considered.

Updating your application and disability needs

You can update your housing application at any time if your situation changes. This includes changes to your health, disability, safety, or living conditions.

Providing updated information about disability-related housing needs can help housing providers understand your situation when assessing your application.

Private rental and repairs

If you rent privately, contact your landlord or real estate agent first for all repairs. Try to do this in writing and keep a copy.

Urgent repairs must be fixed as soon as possible. If you cannot contact them or they do not respond, you may be able to arrange urgent repairs yourself. NSW has strict rules about this.

If the issue is not resolved

NCAT stands for the NSW Civil and Administrative Tribunal. It is an independent tribunal that can make legal decisions about housing and tenancy disputes.

NCAT can deal with issues such as repairs, rent, ending a tenancy, and some social housing matters.

Applying for Disability Support Pension

Services Australia says the easiest way to claim Disability Support Pension is online. There is also an official pre-claim guide to help people understand the process before they apply.

DSP claims are assessed under non-medical rules and medical rules. If Centrelink assesses a claim under the general medical rules, a Job Capacity Assessment may also be required.

DSP criteria and helpful information

Services Australia says medical evidence is needed to show how disability or medical conditions affect a person. In most cases it wants current evidence for each condition that affects the person’s ability to work.

It also explains that DSP can involve the Impairment Tables, whether a condition is diagnosed, reasonably treated and stabilised, and in some cases the manifest medical rules or Program of Support rules.

These official pages are useful if you want to understand the criteria before you apply or before you ask MDAA for help.

Mobility Allowance

Mobility Allowance is a Services Australia payment that helps with travel costs for work, study, training, or looking for work if a person has a disability, illness, or injury and cannot use public transport without a lot of help.

Services Australia also says a person cannot get Mobility Allowance if they have an NDIS plan.

Reviews and complaints

If you do not understand a Centrelink decision, you can ask for an explanation. If you disagree with a decision, you can ask for a formal review. Services Australia says you do not have to ask for an explanation first.

If your issue is about service rather than the decision itself, there is also an official complaints and feedback process.

Try this first

Anti-Discrimination NSW says complaints must be put in writing. The Australian Human Rights Commission also has an official complaint process for disability discrimination and explains what happens during conciliation.

Before you complain, write a short timeline with dates, what happened, who was involved, and what outcome you want.

Try this first

NSW Health says discharge planning starts as soon as you are admitted and that you can be involved in your discharge planning. You can also ask family, a carer, friends, or kin to be involved.

Before leaving hospital, try to get a written discharge plan, a list of medicines, follow-up appointments, and clear information about what support is in place when you get home.

What the application may be about

A guardianship application asks NCAT to consider whether a guardian should be appointed to make personal or lifestyle decisions. This can include decisions about accommodation, services, healthcare, or other lifestyle matters.

A financial management application is different. It asks NCAT to consider whether a financial manager should be appointed to manage a person’s financial affairs.

One person can be the subject of a guardianship application, a financial management application, or both.

If someone has applied to NCAT about you or your child

Sometimes an application is made by a family member, service provider, hospital, or another person who believes the person cannot make some decisions on their own. NCAT says anyone with a genuine concern for the welfare of the person may apply.

This does not automatically mean NCAT will make an order. NCAT considers the application, the evidence, and what support or order, if any, is needed.

If the application is about a child, check the documents carefully. The exact type of NCAT application and whether NCAT has power to make orders will depend on the child’s age and the kind of decision involved.

What you can do if you do not agree

Read the application and hearing notice carefully. Check what orders the applicant is asking for and what reasons they have given.

Make notes about what you agree with, what you do not agree with, and what you want NCAT to know. Gather reports, letters, and other information that explain the person’s situation, wishes, decision-making, and existing supports.

You can ask for support. In some cases, there may also be representation or a separate representative, depending on the circumstances.

Going to the hearing

NCAT says it prefers the person who is the subject of the application to attend and participate unless that is not possible because of ill health or another special circumstance.

NCAT also says it tries to make Guardianship Division hearings as relaxed as possible, especially for the person the application is about.

Most Guardianship Division hearings are heard by a panel of three Tribunal Members with legal, professional, and community expertise.

Applications, reviews, and next steps

NCAT has official forms and guidance for applying, hearing preparation, and reviews. In some situations, orders can also be reviewed later.

If you receive NCAT documents and are unsure what they mean, it is best to get help early.

Try this first

The Disability Standards for Education explain the rights of students with disability and the obligations of education providers. The Australian Government also has official resources for students and caregivers.

For NSW public schools, the Department says the teacher or principal is often the best place to start when raising a concern. The Department also has complaint guidance and support information.