What do you need help with?

This may apply to you if:

• Your NDIS application was rejected
• You are not happy with your plan or funding
• Your supports were reduced or removed
• You do not understand a decision
• You are having problems with services or providers

What you can do next

If you do not agree with an NDIS decision, you can:

1. Ask the NDIA for an internal review
2. Provide new or clearer evidence
3. If needed, apply for an external review through the Administrative Review Tribunal

How the NDIS works

The NDIS (National Disability Insurance Scheme) provides funding for supports and services for people with disability.

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

Key parts of the NDIS

Access: You must meet eligibility requirements based on age, residency, and disability.

Plans: If approved, you receive funding for supports based on your goals and needs.

Using your plan: You can use funding depending on how your plan is managed.

How MDAA can help

We can help you understand decisions, prepare information, and support you through reviews or appeals.

This may apply to you if:

• You are not being listened to
• The service is unsafe or not appropriate
• Something agreed has not been provided
• You are experiencing delays or poor communication
• You feel you have been treated unfairly or disrespected
• You want to know what standards a disability service should meet

What to do first

1. Work out which service or organisation is responsible
2. Contact them and explain the issue
3. Say what happened, how it affected you, and what outcome you want
4. Do this in writing if you can and keep a copy
5. Keep records of what happened, when it happened, and who was involved

Your rights when using a disability service

When a disability service is covered by the National Standards for Disability Services, you should be able to expect respectful treatment, inclusion in decisions, clear information, fair access, and a safe way to raise concerns.

• The right to be treated with dignity and respect
• The right to be involved in decisions that affect you
• The right to have your goals, views, and preferences taken seriously
• The right to clear information you can understand
• The right to raise feedback or complaints without being treated badly for it
• The right to fair access and a service that is properly managed

When these standards apply

These standards are relevant to disability services that are covered by the National Standards for Disability Services framework. This is especially important for Australian Government funded disability services and other services operating under that compliance framework.

Not every service will use the same complaint pathway, so the next step depends on what kind of service it is.

Complaint pathways

If the issue is not resolved, you may need to complain to an external body. This depends on the type of service.

NDIS providers or workers: NDIS Quality and Safeguards Commission

Disability advocacy services like MDAA: CRRS

Health services: Health Care Complaints Commission

Disability discrimination: Australian Human Rights Commission

Government services: NSW Ombudsman

CRRS and complaints about advocacy services

The Complaints Resolution and Referral Service, called CRRS, is a free service. It can take complaints about Australian Government funded disability advocacy services and some other Commonwealth-funded disability services.

This is important if your complaint is about an advocacy service and you do not feel comfortable raising it only with the organisation itself.

If your complaint is about MDAA

You can use MDAA’s own complaint process first. You can also choose an external complaint pathway if that is more appropriate.

What to keep

Keep emails, letters, agreements, screenshots, names, dates, and notes of what happened. A short timeline can help support your complaint.

This may apply to you if:

• Your housing is unsafe or not suitable for your disability
• Repairs are not being done
• You are at risk of homelessness
• Your housing application is delayed or unclear
• You are not being understood or communicated with properly

What you can do next

1. Raise the issue with your housing provider, landlord, or agent
2. Keep records of all communication and evidence
3. Update your housing application if your situation has changed
4. If needed, ask for priority housing if your situation is urgent
5. If the issue is not resolved, you may be able to apply to NCAT

Priority housing and urgent situations

In NSW, you can ask for priority housing through Housing Pathways if your situation is urgent.

This may apply if your housing is unsafe, unsuitable, or affecting your health or disability. You will need evidence to support this.

Updating your application

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

Private rental and repairs

Contact your landlord or agent first. Do this in writing and keep a copy.

Urgent repairs must be fixed quickly. If they are not, there are legal options available.

If the issue is not resolved

NCAT is an independent tribunal that can make decisions about housing and tenancy disputes.

It can deal with repairs, rent, ending a tenancy, and some social housing matters.

How MDAA can help

We can help you understand your options, organise information, and support you through housing issues or disputes.

This may apply to you if:

• You are applying for Disability Support Pension
• You do not understand a decision
• Your payment was rejected or changed
• You are being asked for more evidence
• You need help understanding the rules

What you can do next

1. Read your decision carefully
2. Ask Centrelink to explain it if needed
3. Gather or update your evidence
4. Ask for a formal review if you disagree

Disability Support Pension (DSP)

DSP is assessed using both non-medical and medical rules. Medical evidence is critical.

Centrelink looks at how your condition affects your ability to work, including whether it is diagnosed, treated, and stabilised.

Evidence matters

Centrelink decisions are based heavily on evidence. This includes medical reports, letters, and supporting documents.

Keep all documents, including decision letters, forms, and records of communication.

Other payments

Mobility Allowance helps with travel costs for work or study if you cannot use public transport without help. You cannot receive this if you have an NDIS plan.

Reviews and complaints

You can ask Centrelink to explain a decision or request a formal review. You do not need to ask for an explanation first.

There is also a complaints process for issues about service.

How MDAA can help

We can help you understand decisions, prepare evidence, and support you through reviews.

This may apply to you if:

• You were refused a service
• You did not get reasonable adjustments
• You were excluded or treated differently
• You were spoken to unfairly
• Your disability or background affected how you were treated

Start here

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

Keep copies of anything that supports your complaint.

Where you can complain

Anti-Discrimination NSW says complaints must be made in writing.

The Australian Human Rights Commission also has a complaints process for disability discrimination and explains what happens during conciliation.

Helpful records

Keep letters, emails, screenshots, names, dates, witness details, and notes about what was said or done.

How MDAA can help

We can help you understand your options, organise your information, and take the next step.

This may apply to you if:

• You do not have a safe place to go
• Your supports are not ready
• Equipment has not been arranged
• Services are not communicating properly
• You do not understand the discharge plan

What to ask for before leaving hospital

• A written discharge plan
• A list of medicines
• Follow-up appointments
• Clear information about support at home
• Contact details for the people involved in your discharge

Discharge planning

NSW Health says discharge planning starts as soon as you are admitted and that you can be involved in planning.

You can also ask family, a carer, friends, or kin to be involved.

Useful information to keep

Keep discharge plans, hospital letters, contact names, reports, and any information about supports that are missing or delayed.

How MDAA can help

We can help you understand your options and raise concerns about discharge, supports, housing, or safety after leaving hospital.

This may apply to you if:

• An application has been made about you or your child
• You received a hearing notice from NCAT
• Someone says decisions cannot be made without support
• There are concerns about accommodation, services, or healthcare decisions
• You do not agree with what is being asked

What to do now

1. Read the application and hearing notice carefully
2. Check what orders are being requested
3. Write down what you agree and disagree with
4. Gather reports and information about the person’s situation and wishes
5. Get support as early as possible

What the application is asking for

A guardianship application asks NCAT to decide whether someone should be appointed to make personal or lifestyle decisions.

A financial management application asks whether someone should manage financial affairs.

NCAT considers the evidence and decides if an order is needed. An application does not automatically mean an order will be made.

Information and evidence

NCAT considers information from different sources. This can include reports, letters, and what people say at the hearing.

You can provide documents before the hearing or bring them with you. The Tribunal will ask questions and consider all information before making a decision.

Who can apply

NCAT says a person with a genuine concern for welfare can apply. This may include family, services, or hospitals.

The hearing

NCAT prefers the person the application is about to attend where possible.

Hearings are usually heard by a panel with legal, professional, and community members.

What to keep

Keep the application, hearing notice, reports, and any documents about decision-making, supports, and the person’s wishes.

How MDAA can help

We can help you understand the process, prepare for the hearing, and make sure your views are heard.

This may apply to you if:

• The student is not getting enough support
• Adjustments are not being provided
• The student is excluded or treated differently
• There are safety concerns
• Communication with the school is not working

What you can do

1. Talk to the teacher or principal
2. Explain what is not working and what support is needed
3. Ask for a meeting if needed
4. Keep records of what is discussed and agreed
5. If the issue is not resolved, follow the school complaint process

Student rights

The Disability Standards for Education say students with disability have the right to access education on the same basis as other students.

Schools must consider reasonable adjustments so students can participate safely and effectively.

If the issue is not resolved

NSW public schools have a formal complaints process. You can use this if concerns are not resolved at the school level.

Helpful records

Keep emails, meeting notes, support plans, incident reports, and medical or allied health reports if relevant.

How MDAA can help

We can help you understand your rights, prepare for meetings, and take the next step if issues are not resolved.