NDIS Disability Support Workers Must Make You Feel Comfortable: How to File a Complaint
Feeling uncomfortable with a disability support worker is not something to brush off. Support is meant to help you feel safe, respected, and in control of your life. If a worker’s behaviour makes you uneasy, ignored, rushed, unsafe, or disrespected, you have the right to speak up.
Under the NDIS, support workers are expected to treat people with dignity, listen to their choices, respect personal space, and provide support in a way that feels safe. That does not mean every awkward moment is misconduct. People can misunderstand each other. But if something does not feel right, especially if it keeps happening or affects your wellbeing, you can raise it.
This guide explains when it is reasonable to complain, what to write down, who to contact, and how to explain what happened clearly. It also covers a simple example: a disability support worker walks past while you are standing in a doorway, and you feel uncomfortable.
This article is general information for Australia. It is not legal advice.
What comfort means under NDIS support
Comfort is not just about being happy every second. It is about feeling that your support is safe, respectful, and centred on your needs.
A disability support worker should:
speak to you respectfully
listen when you say no or ask for space
explain what they are doing when support involves your body, home, transport, or personal items
avoid behaviour that feels intimidating, dismissive, or careless
respect your culture, communication style, privacy, and routines
follow your support plan and reasonable preferences
respond appropriately if you say you feel uncomfortable
The NDIS Code of Conduct sets clear expectations for workers and providers. In plain language, workers must act with respect, provide safe support, prevent harm, and respond properly to concerns.
Your comfort matters even if the worker says they “didn’t mean it”. Intent matters, but impact matters too. If you felt unsafe or disrespected, the concern is still worth raising.
For example, a worker might walk too close behind you, move through a doorway without waiting, stand over you while speaking, enter your room without asking, or ignore you when you say you need a moment. Each situation is different, but the common issue is the same: the behaviour affected your sense of safety or control.
Can you complain if a worker walks past you in a doorway?
Yes, you can complain if the situation made you feel uncomfortable, especially if the worker ignored your space, moved too close, brushed past you, rushed you, blocked you, or made you feel intimidated.
A doorway can feel like a small thing to someone else. But for many people, personal space matters a lot. Doorways can also make people feel trapped, crowded, or unable to move away. If a worker walks past without checking whether you are okay, it may leave you feeling unsettled.
The complaint does not need to accuse the worker of doing something extreme. It can simply say what happened and how it affected you.
For example:
“I was standing in the doorway. My support worker walked past me without checking if I was comfortable or giving me space. I felt uncomfortable and crowded. I would like workers to pause, ask me to move if needed, and respect my personal space.”
That is a valid concern. It explains the event, the feeling, and the change you want.
The clearer you are, the easier it is for the provider to respond. Try to include:
where it happened
when it happened
who was there
what the worker did
what you said, if anything
how it made you feel
what you want to happen next
You do not have to use perfect wording. You do not need to prove your feelings. But details help.
When a concern should be raised quickly
Some concerns should be raised as soon as possible. If you feel unsafe, threatened, harmed, or pressured, do not wait.
Call 000 if there is immediate danger.
Raise the issue quickly if a worker:
touches you without consent
enters private spaces without permission
blocks your movement or makes you feel trapped
yells, insults, mocks, or humiliates you
ignores safety needs
refuses to follow your support plan
threatens to stop support if you complain
takes money, medication, food, or personal items without permission
speaks about you in a degrading way
repeatedly makes you feel uncomfortable after being told to stop
Some situations are less urgent but still worth reporting. For example, a worker may keep standing too close, rushing you, ignoring your communication needs, or acting annoyed when you ask for help. These patterns can damage trust.
A complaint can also be about attitude. Support is personal. If someone comes into your home or helps with daily life, their behaviour must feel respectful.
Start by writing down what happened
Before making a complaint, write down the details while they are fresh. This can help if you feel nervous, upset, or unsure what to say.
Use simple notes. You can write them in a notebook, phone, email draft, or voice recording for your own memory.
Include:
Date and time
Write the day and approximate time. If you are not sure, write “around lunchtime” or “after my transport appointment”.
Place
Was it at home, in the community, at a day program, in a vehicle, or near your front door?
What happened
Keep it factual. For example, “The worker walked past me while I was standing in the doorway and moved very close to my body.”
How it affected you
Use your own words. For example, “I felt uncomfortable, crowded, and not respected.”
What you did next
Did you step back, say something, freeze, ask them to stop, tell a family member, or end the shift?
What you want changed
This is very helpful. For example, “I want workers to ask before moving past me in tight spaces.”
If there were witnesses, write their names if you are comfortable doing so. If messages, rosters, incident notes, or service agreements are relevant, keep copies.
You do not need to collect evidence before raising a concern. But written notes can make the complaint stronger and clearer.
Who you can complain to
You have a few options. You can choose the one that feels safest.
You can complain to the provider
If the worker is employed by a registered or unregistered provider, you can contact the provider first. This might be a team leader, coordinator, manager, complaints officer, or the general contact email.
A provider should have a complaints process. They should take your concern seriously and respond in a respectful way.
You can complain in writing, by phone, in person, or through someone you trust.
A simple message could be:
“I want to make a complaint about a support shift. During the shift, the worker walked past me while I was standing in the doorway and came too close. I felt uncomfortable and not respected. I would like this recorded as a complaint, and I would like a different approach to personal space in future shifts.”
Ask the provider to confirm they received it. You can also ask what will happen next.
You can complain to the NDIS Quality and Safeguards Commission
The NDIS Quality and Safeguards Commission handles complaints about NDIS supports and services. You can contact them if:
you do not feel safe complaining to the provider
the provider does not respond
the behaviour is serious
you are worried the issue will be ignored
you want outside help to deal with the complaint
You can make a complaint about registered or unregistered NDIS providers. You can also complain for yourself, or someone else can help you complain.
The Commission can look at concerns about safety, quality, worker conduct, and how providers respond to complaints.
You can ask an advocate or trusted person to help
You do not have to handle the complaint alone. A trusted person can help you write it, sit with you during a phone call, or speak on your behalf if you agree.
This could be:
a family member
a friend
a guardian or nominee
a support coordinator
a disability advocate
a local advocacy service
If communication is difficult, you can ask for support to explain the complaint in a way that works for you. That could include plain language, written communication, Auslan, interpreters, communication devices, or extra time.
How to write a clear complaint
A good complaint does not need to be long. It should be clear, calm, and specific.
You can use this structure.
Say you are making a complaint
Start clearly so the provider knows it is not just casual feedback.
Example:
“I am making a complaint about something that happened during my support shift.”
Explain what happened
Stick to the facts as much as you can.
Example:
“I was standing in the doorway. The support worker walked past me very closely without asking me to move or checking if I was comfortable.”
Explain how it made you feel
Your feelings are part of the complaint.
Example:
“I felt uncomfortable, crowded, and anxious. I did not feel that my personal space was respected.”
Say what you want to happen
Think about the outcome that would help.
You might ask for:
an apology
a different worker
staff training
a note added to your support plan
a rule about personal space
a meeting with a manager
a written response
no contact with that worker while the complaint is reviewed
Example:
“I would like workers to ask before moving past me in tight spaces. I would also like this preference added to my support notes.”
Ask for a response
This helps keep the complaint moving.
Example:
“Please confirm that this complaint has been recorded and let me know what action will be taken.”
You can send the complaint by email if possible. Email gives you a written record. If you complain by phone, write down the date, the name of the person you spoke to, and what they said.
What if the provider dismisses your concern?
A provider should not dismiss a complaint just because they think it was minor. If you felt uncomfortable, they should listen and consider what needs to change.
If the provider says, “That’s not a big deal,” you can respond with:
“It was a big deal to me because it affected how safe and comfortable I felt during support.”
If they say the worker did not mean it, you can say:
“I understand that may be the case, but I still need my personal space respected.”
If they do nothing, you can take the complaint further. Contact the NDIS Quality and Safeguards Commission, ask an advocate to help, or request a written response from the provider.
Keep copies of everything. Save emails, text messages, rosters, incident numbers, and notes from calls.
A complaint is not being difficult. It is a way to protect your safety, comfort, and quality of support.
What happens after you complain?
The outcome depends on the situation. A provider may:
speak to the worker
change the worker assigned to you
update your support plan
add notes about your personal space preferences
provide training
apologise
investigate the incident
change how staff are rostered or supervised
If the complaint goes to the NDIS Quality and Safeguards Commission, they may ask for more information, contact the provider, help resolve the issue, or take further action where needed.
You can ask for updates. You can also ask how they will stop the same thing happening again.
A good response should focus on your safety and preferences. It should not blame you for speaking up.
What to do if you are nervous about complaining
Many people worry that complaining will make things worse. That fear is real, especially when support workers come into your home or help with personal tasks.
You can make the process safer by:
asking someone you trust to help
putting the complaint in writing
asking for a different worker while the complaint is handled
saying you do not want the worker to contact you directly
keeping records of every conversation
contacting the NDIS Commission if you are worried about the provider’s response
You can also use plain and firm language:
“I am not comfortable having this worker until the complaint has been addressed.”
Or:
“Please do not roster this worker with me while this matter is being reviewed.”
If someone treats you badly because you complained, that is also a serious concern. You can report retaliation, pressure, threats, or intimidation.
A complaint can be about small moments that affect trust
Support relationships are built through everyday actions. A worker waiting before entering a doorway, asking before moving close, listening when you need space, and speaking respectfully can make a huge difference.
If a disability support worker walks past you in a doorway and you feel uncomfortable, you are allowed to raise it. You do not need to wait until something extreme happens. Complaints can help set boundaries early, improve support, and stop patterns from forming.
The key is to explain the concern clearly:
what happened
how it made you feel
what you want changed
who you want to respond
NDIS support should feel safe, respectful, and suited to the person receiving it. If it does not, speaking up is a valid next step. Your comfort is not a bonus. It is part of quality support.
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