Respecting Your Space A Guide to Filing Complaints with the NDIS Commission About Personal Boundaries and Uncomfortable Support Worker Behaviour

Shannon Leslie Byrne
May 16
2 min read

Empowering NDIS Participants to Maintain Comfort, Dignity, and Safety

Written by Shannon Leslie Byrne

Foreword / Introduction

Everyone has the right to feel comfortable and safe with their disability supports. Standing too close without permission, invading personal space, or ignoring your cues about comfort can breach professional boundaries. This is not okay under the NDIS Code of Conduct.

This short book serves as both information and a practical how-to guide. It explains your rights, why this matters, and exactly how to file a complaint with the NDIS Quality and Safeguards Commission (NDIS Commission). You deserve supports delivered with respect, dignity, and your consent.

Key Principle: NDIS workers must respect your privacy, request permission for actions involving physical closeness or personal space, and maintain professional boundaries.

Chapter 1: Understanding Your Rights Under the NDIS Code of Conduct

The NDIS Code of Conduct applies to all registered and unregistered providers and workers. Relevant parts include:

Respect privacy and dignity: Workers must explain and ask permission for anything involving physical touch or invading personal space. This includes how close they stand.
Act respectfully: Deliver supports in a way that maintains your comfort and choices.
Prevent harm and misconduct: This covers behaviours that make you feel unsafe or uncomfortable.
Professional boundaries: Workers should not blur lines that cause discomfort.

If a support worker stands too close repeatedly, ignores your requests to step back, or makes you feel uncomfortable, this can be a breach. Document patterns — it strengthens your case.

You have the right to:

Set boundaries.
Have them respected.
Complain without fear of losing supports.
Get a timely response.

Chapter 2: When and Why to Complain

Complain when:

The worker’s proximity makes you feel anxious, unsafe, or disrespected.
Requests to maintain distance are ignored.
It happens repeatedly or affects your well-being.
The provider’s internal response was unsatisfactory.

Why complain to the NDIS Commission?

They regulate quality and safety independently.
They can investigate and require provider action.
You can go directly to them.

Chapter 3: Step-by-Step How-to Guide

Gather Information:
- Dates, times, and descriptions of incidents.
- Names of the worker and provider.
- Your NDIS participant number.
- What outcome you want.
Optional First Step (if safe): Raise it with the provider in writing.
File with the NDIS Commission:
- Online: ndiscommission.gov.au/complaints
- Phone: 1800 035 544 (Monday–Friday 9am–5pm AEST)
- Mail: PO Box 210, Penrith NSW 2751
What Happens Next: You will receive an acknowledgement, they will assess the complaint, and may investigate. You will be kept updated.

Tips: Keep all records, focus on facts and impact, and consider getting help from an advocate.

Chapter 4: Getting Support and Advocacy

Free NDIS advocates
Disability advocacy organisations in your state
Your Local Area Coordinator (LAC)

Chapter 5: Preventing Future Issues

Clearly communicate your personal space preferences early.
Include boundary requests in your NDIS support plan.
Choose providers who train staff on the Code of Conduct.

Conclusion

Your comfort and dignity matter. Filing a complaint is an important act of self-advocacy. Speak up — you’ve got this.

NDIS Commission Contact Phone: 1800 035 544 Website: ndiscommission.gov.au/complaints