Know Your Rights: A Complete Guide to NDIS Participant Rights, Plan Management, and Appeals

# Know Your Rights: A Complete Guide to NDIS Participant Rights, Plan Management, and Appeals **Published by Happiness Crew Disability Support Service Perth** The National Disability Insurance Scheme was built on a foundation of choice, control, and respect for the rights of people with disability. Yet many participants are not fully aware of the rights they hold, the options available to them, or the pathways available when things go wrong. At Happiness Crew, we believe that an informed participant is an empowered participant. --- ## Your Rights as an NDIS Participant **The right to be treated with dignity and respect.** Every interaction you have with the NDIA, your providers, and support workers should be characterised by respect for your dignity, privacy, and individuality. **The right to choice and control.** You have the right to choose your own providers, decide what supports you receive, and change providers if you are not satisfied with their service. **The right to access safe, high-quality services.** All NDIS providers are required to meet the NDIS Practice Standards. If a provider is not meeting these standards, you have the right to make a complaint. **The right to be involved in decisions about your plan.** Your goals, preferences, and circumstances should be at the centre of every planning conversation. **The right to privacy and confidentiality.** Your personal information must be handled in accordance with the *Privacy Act 1988*. **The right to make a complaint.** If you are not satisfied with a service or a provider's conduct, you have the right to make a complaint. **The right to access an advocate.** In Perth, organisations such as Disability Advocacy WA and People With Disabilities WA can provide free, independent advocacy support. --- ## Understanding Your Three Plan Management Options ### Option 1: NDIA-Managed (Agency-Managed) Under NDIA management, the National Disability Insurance Agency pays your providers directly on your behalf. The key limitation is that you can only use **registered NDIS providers**. ### Option 2: Plan-Managed Plan management involves engaging a registered **Plan Manager** who manages your NDIS funding on your behalf. The significant advantage is that it gives you the flexibility to use both registered and unregistered providers. Plan management is funded by the NDIS as a separate line item in your plan. ### Option 3: Self-Managed Self-management gives you the greatest level of choice and control. You manage your own NDIS funding, pay your providers directly, and then claim reimbursement from the NDIS portal. New criteria introduced in 2025 require participants to demonstrate they have the capacity to self-manage effectively. | Feature | NDIA-Managed | Plan-Managed | Self-Managed | |---|---|---|---| | Provider choice | Registered only | Registered + unregistered | Any provider | | Financial admin | NDIA handles | Plan Manager handles | You handle | | Flexibility | Lower | Medium | Highest | | Responsibility | Lower | Medium | Highest | | Cost | No extra cost | Funded by NDIS | No extra cost | --- ## What to Do if You Disagree with an NDIS Decision ### Step 1: Request an Internal Review The first step is to request an **internal review** from the NDIA. You must make this request within **three months** of receiving the decision you wish to challenge. The NDIA is required to complete the internal review within 60 days. ### Step 2: Apply for External Review at the AAT If you are not satisfied with the outcome of the internal review, you can apply for an **external review** by the Administrative Appeals Tribunal (AAT). It is strongly recommended that you seek support from a disability advocate or legal service before proceeding. In Perth, Disability Advocacy WA and the Community Legal Centre WA can provide free advice and representation. ### Step 3: Seek Advocacy Support At any stage of the review process, you have the right to access a free, independent disability advocate. Do not hesitate to seek this support. --- ## Making a Complaint **To the provider directly.** All NDIS providers are required to have a complaints process. **To the NDIS Quality and Safeguards Commission.** You can contact the Commission on **1800 035 544** or through their website. Reports can be made anonymously. **To the NDIA.** If your complaint relates to the administration of your plan or a decision made by the NDIA. --- Understanding your rights and the options available to you is the foundation of a positive NDIS experience. If you have questions about your rights or the review process, please reach out to our team at Happiness Crew. *This article is intended for informational purposes only and does not constitute legal advice. Information is current as at March 2026.*