Quality and safeguards

Page last updated: 15 June 2017

During the National Disability Insurance Scheme (NDIS) roll out, dual participants for aged care and NDIS purposes will have quality and safety provisions of:

  • the Aged Care Act 1997 for all care and services that it is the aged care providers’ responsibility to deliver;
  • the relevant state or territory quality and safety provisions for any additional supports through the NDIS;

until the National Quality and Safeguards Framework comes into effect at full scheme.

Aged Care Service Providers

If the younger person is unhappy with any aspect of the care or services they receive from an aged care home, or in their own home through a home care package, there are two ways they can make a complaint:

The Aged Care Complaints Commissioner can only assist with complaints regarding an aged care provider’s responsibility under the Aged Care Act 1997, and not any NDIS services the aged care provider may be delivering.

NDIS Service Providers

If the younger person is unhappy with any aspect of the NDIS care or supports they receive through a NDIS service provider, they should make a complaint through their relevant state or territory disability complaints mechanism


If the person is unhappy with the service received from the National Disability Insurance Agency, they should

  • Contact their local NDIA office,
  • Call the NDIA on 1800 800 110, or
  • send an email to feedback@ndis.gov.au

Commonwealth Ombudsman

The Commonwealth Ombudsman’s role is to review the actions and decisions of Australian Government agencies. The Ombudsman’s office handles complaints, conducts investigations, performs audits and inspections and carries out specialist oversight tasks to see if the actions and decisions of agencies are wrong, unjust, unlawful, discriminatory or unfair.

Contact the Commonwealth Ombudsman.

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