NDIS

• our Local Area Coordinators (LACs) are fully trained and supported to deliver the best service and customer experience to all participants 

• our LACs represent the full diversity of the communities in which they live and work 

• cultural awareness is embedded within service practices so that Aboriginal and Torres Strait Islander staff, participants and communities feel safe and supported 
• LACs receive additional training to work with culturally and linguistically diverse (CALD) communities where required 

• all LACs are certified in Mental Health First Aid to further support participants and their families, and be resilient in the work they do 

• we are working towards our Rainbow Tick certification to ensure a safe experience for LGBTIQSB people

• the Lived Experience of staff members is recognised and valued 
• We regularly consult with and learn from our staff with Lived Experience

• Working With Children and Vulnerable People Checks child safety protocols are strictly adhered to by all staff 

The NDIS has introduced a new Service Charter to explain what participants can expect from the NDIA. 

The Service Charter is based on five principles for engagement. The NDIA is committed to offering service that is: 

• Transparent: We make it easy for participants to access and understand our information and decisions.
• Responsive: We respond to participant’s individual needs and circumstances.
• Respectful: We recognise participants’ individual experience and acknowledge they are an expert in their own life.
• Empowering: We make it easy for participants to access information and be supported by us to lead life.
• Connected: We help participants access the services and supports they need.

The NDIA has also implemented a Participant Service Guarantee which sets clear timeframes for key NDIS processes. 

The NDIA must make decisions about access, plan approvals, plan reviews and nominee changes within these timeframes. This gives participants, families and carers greater certainty about how long processes will take. 

The Participant Service Improvement Plan sets out what the NDIA are going to do over the next two years to deliver an NDIS Scheme that meets participants’ expectations. 

You can find out more about the NDIS Participant Service Charter, Participant Service Guarantee, and participant Service Plan by visiting their website at https://www.ndis.gov.au/about-us/policies/service-charter

If we are unable to resolve your issue or you are unhappy with any aspect of the service you have received from us you can lodge a complaint with the National Disability Insurance Agency (NDIA). Visit the NDIA feedback and complaints page.