Just like regular businesses providing goods and services to consumers, businesses who provide goods and services to consumers with a disability have obligations under the Australian Consumer Law (ACL) and the National Disability Insurance Scheme (NDIS) Code of Conduct.
It has been brought to the attention of the ACCC, NDIS Quality and Safeguards Commission (NDIS Commission) and the National Disability Insurance Agency (NDIA) that there are a number of emerging consumer issues within the disability sector, with some NDIS providers not meeting their consumer protection obligations. Issues affecting vulnerable consumers are an enduring priority for the ACCC.
If you encounter issues the above information and guides should help you better understand your rights and how to resolve the issue affecting you or your loved one.
On 22 January 2021, the ACCC, NDIA and the NDIS Commission jointly issued an open co-signed letter to NDIS providers(link is external). The letter was issued to remind NDIS providers (both registered and unregistered) of their obligations to consumers under both the ACL and the Code.