Know your consumer rights as NDIS continues to roll out

15 April 2019

The Queensland Office of Fair Trading (OFT) is working alongside other Australian consumer protection agencies to remind people with disability of their consumer rights as the National Disability Insurance Scheme (NDIS) continues to roll out.

The NDIS brings extensive change for people with disability and for businesses or providers in the scheme.

Fair Trading Acting Executive Director Craig Turner said consumer rights were vital to all Queenslanders.

“The OFT wants consumers with a disability, their carers and their support networks to be aware that they have consumer rights if something goes wrong,” Mr Turner said.

“For example, it is illegal for a disability support business, or any business, to put pressure on you to agree to anything. It’s okay to say no.

“Shop around and do your research. Make sure you are completely happy with a contract before you sign, and keep copies of all paperwork.

“If you are unsatisfied with your NDIS service provider, your first port of call should be the NDIS Quality and Safeguards Commission (NDIS Commission) which will be operational from 1 July 2019.”

The NDIS Commission’s functions include registering NDIS providers and overseeing provider quality and safety, responding to complaints and managing reportable incidents such as the abuse or neglect of a participant.

Mr Turner said businesses working in the disability support space needed to be aware of their obligations under consumer laws.

Businesses looking to learn more about their obligations under the Australian Consumer Law (ACL) can find resources such as the guide for businesses selling to and supplying consumers with disability on the OFT’s website.

Information and resources for consumers, including an easy English guide, can be requested from the OFT by calling 13 QGOV (13 74 68) or found online at no cost at

For hearing or speech impairment support, call the National Relay Service on 13 36 77. For interpreting and translation services, call the Translating and Interpreting Service on 13 14 50.