A group of disabled persons in a happy group

Understanding the NDIS: What It Is and How It Works

What is the NDIS?

The National Disability Insurance Scheme (NDIS) is an Australian initiative designed to transform the way individuals with disabilities access the supports and services they need to live fulfilling lives and reach their goals.


This national program empowers participants by giving them greater choice and control  over the supports they receive. Participants have the ability to decide when, where, and how these supports are delivered, placing them at the heart of the decision-making process regarding their own lives.


The NDIS provides funding for "reasonable and necessary" supports tailored to individuals with permanent and significant disabilities. It also includes the Early Childhood Approach, which supports children under the age of nine. The range of services offered through the NDIS is diverse and tailored to align with the unique goals and aspirations of each participant.


Participants can use NDIS supports to enhance their independence, engage in their community, pursue education, gain employment, and improve overall health and wellbeing. Ultimately, the NDIS is about enabling individuals to lead empowered, goal-oriented lives.

Two happy disabled girls being taught how to cook by a support worker
Understanding the Benefits of the NDIS

The National Disability Insurance Scheme (NDIS) is designed to take a comprehensive, lifetime approach to supporting individuals with disabilities. Its goal is to enhance outcomes for participants at every stage of life, providing assistance tailored to your needs now and into the future.


Advantages of the NDIS

1.   Financial Assistance for Disability Costs. The NDIS provides funding to help cover various costs related to your disability, reducing financial burdens and enabling access to essential supports and services.


2.   Empowering Choice and Control
Participants are empowered to make decisions about the supports they receive. The NDIS allows you to tailor your funding to suit your unique preferences and circumstances, offering flexibility in how funds are allocated.


3.   Adaptable and Flexible Support
Recognizing that needs can evolve over time, the NDIS offers flexibility. This means the supports included in your plan can adapt to changes in your situation, ensuring continued relevance and effectiveness.


4.   A Nationally Unified System
The NDIS is a consistent, nationwide program available across all states and territories, providing equitable access to support services regardless of location.


5.   Personalized NDIS Plans
Your NDIS plan is specifically tailored to your individual needs, ensuring that the assistance you receive aligns with your goals and aspirations. This personalized approach maximizes the impact of the services provided.


By focusing on these key benefits, the NDIS empowers participants to live more independently, achieve their goals, and enjoy a higher quality of life.

A social worker assisting a disabled female in a wheelchair
How Does the NDIS Operate?


The NDIS provides funding packages for eligible participants, divided across several categories. This financial support is designed to help you achieve your personal goals.


Here’s a quick rundown of the steps involved in accessing NDIS funding:

1.   Check your eligibility – Visit the NDIS eligibility page for more information.


2.   Submit an Access Request – This is the process of applying to join the NDIS, which includes providing relevant supporting documents.


3.   Prepare for your initial NDIS Plan meeting  – Go to Preparing for your planning meeting


4.   Attend your NDIS Plan meeting – Discuss your goals and needs with the NDIS representative.


5.   Receive your first NDIS Plan  – Your tailored plan will be sent to you.


The NDIS collaborates with participants to create a plan that outlines your goals and the types of supports you require. Depending on your goals and how often your needs might change, plans can range in duration from one year to longer.


Funding is divided into three categories:

Some funds are flexible and can be used without needing quotes.


Other funds must be allocated specifically as detailed in your plan, often requiring quotes for approval.


Who Oversees the NDIS?
The National Disability Insurance Agency (NDIA), an independent statutory authority, manages the NDIS across Australia. The NDIA was established to ensure the effective implementation of the program.

Plan manager assisting NDIS client
How to make a complaint to the NDIS?

Call 1800 035 544 (free call from landlines) or TTY 133 677.

Interpreters can be arranged if needed.

Contact Centre is open Monday to Friday 9am - 5pm EST


You can get support to make a complaint from a friend, family or an independent advocate


NDIS Commission

Email: Send your complaint to - contactcentre@ndiscommission.gov.au

Mail: Address your complaint to - NDIS Commission Feedback, PO Box 210, Penrith NSW 2750.


2. National Disability Insurance Agency (NDIA)

The NDIA administers the NDIS and manages participant plans. If your complaint relates to NDIA services, decisions, or staff, you can contact them directly.


How to Provide Feedback or Make a Complaint:

Call 1800 800 110.

Email: Send your feedback or complaint to - feedback@ndis.gov.au.

Mail: Address your correspondence to - GPO Box 700, Canberra ACT 2601.


3. Commonwealth Ombudsman

If you're not satisfied with the response from the NDIS Commission or NDIA, you can escalate your complaint to the Commonwealth Ombudsman, who investigates complaints about Australian Government agencies.

How to Make a Complaint:


Online: Use the online complaint form - Commonwealth Ombudsman's complaints page

Call the complaints hotline at 1300 362 072

Email: Send your complaint to - ombudsman@ombudsman.gov.au

Mail: Address your complaint to GPO Box 442, Canberra ACT 2601

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