Anh’s Story

Participating in The Rights Path project as a lived experience consultant helped Anh gain a better understanding of her own rights and the steps to take when facing issues with NDIS services. Her experience will also empower others in the community who are experiencing similar challenges.

Anh’s experience raising her concerns about NDIS supports and services

“According to my daughter’s [NDIS] plan, she was supposed to receive care every Monday. However, following a public holiday, she missed out on the service and was later issued an invoice for that day,” said Anh.

“When I reached out to the provider two weeks later, I couldn’t reach the support coordinator. I contacted the plan manager for help, who assisted me in drafting an email to complain about the overpayment.”

When Anh filed her first complaint, the provider initially claimed there was no proof of a cancellation due to the public holiday. Anh then provided the cancellation email she had sent, but the provider responded by stating that a two-week notice was required. Anh confirmed her cancellation email had met the required notice period. However, instead of addressing the issue, the provider changed the service day to Wednesday and sent a new invoice.

Despite her efforts, the provider did not resolve the issue, prompting Anh to file a second complaint and eventually switch to a different provider due to the lack of resolution.

How participating in The Rights Path project helped Anh understand her rights and the need to complain

Anh found that participating in the project helped her understand the importance of documentation in these situations.

“The steps for [making a complaint that] I learned in the project helped me understand how to complain. I knew what I could do to ensure I am not being overcharged,” said Anh.

“The workshops provided clear guidance on how to navigate such issues.”

Anh is now confident to advocate for herself.

How The Rights Path resources will help others

• The resources we’ve created are a helpful guide for anyone facing similar issues.
• The videos encourage people to speak up and highlight the importance of advocacy and self-advocacy in the NDIS system.
• They empower individuals to understand their rights and the steps to take when problems arise.
• Even if someone doesn’t have a support coordinator or can’t reach one, the simple five-step guide in the fact sheet will help them advocate for themselves.
• It’s essential that these resources are available in community languages so language barriers don’t stop people from understanding how to file a complaint.
• The community education workshops will also be a great help for those who need additional support.