Consumer Rights
Your rights. Your choices. Your protections.
People with disability have the same consumer rights as everyone else.
When you buy goods or services — including through the NDIS — you are protected by Australian Consumer Law.
These laws exist to make sure businesses treat you fairly, honestly and with respect.
Remember:
- You have rights.
- You deserve clear information.
- You deserve fair treatment.
- If something feels wrong, you can speak up and seek support.
What is Consumer Law?
Consumer law protects you when you:
- Buy products
- Pay for services
- Sign contracts
- Use NDIS funding to purchase supports
Businesses must:
- Be honest in their advertising
- Provide clear and transparent contracts
- Deliver what they promised
- Fix problems when something goes wrong
- Provide refunds or repairs when required
- Avoid unfair contract terms
The national regulator for consumer law is the Australian Competition and Consumer Commission (ACCC).
Why this matters for NDIS participants
The ACCC has identified serious concerns affecting people using the NDIS.
Some providers have:
- Used misleading advertising
- Included unfair contract terms
- Charged for services not delivered
- Changed fees without notice
- Targeted participants with scams
- Made misleading claims about Specialist Disability Accommodation (SDA)
- Used practices that particularly impact First Nations participants
You have the right to clear information, fair agreements and services delivered as promised.
What are the signs of unfair practice?
Be cautious if a provider:
- Claims a product is “NDIS Approved” or “NDIS Funded”
- Does not provide a clear written agreement
- Uses confusing or one-sided contract terms
- Changes prices without telling you
- Charges for services you did not receive
- Refuses to fix a problem
Important:
Products cannot be “NDIS Approved.”
Providers can be registered with the NDIS — products themselves cannot be approved.
If something feels unclear, pressured or unfair, it is okay to ask questions or seek support.
Real examples of action being taken
Platform practices
Mable, an online platform where people can find and connect with independent support workers, required support workers to pay a penalty fee if they continued working with a participant after leaving the platform.
Other concerns about Mable included:
- Limited time for participants to dispute timesheets
- Changing fees and terms without clear notice
Following this regulatory action by the ACCC, Mable agreed to address these issues.
Misleading “NDIS Approved” claims
How to take action or get help
If something goes wrong
You are not alone. Support is available.
Disability Advocacy
A disability advocate can support you to understand your options and take action.
Contact Disability Advocacy Pathways for help finding an advocate in your area.
Phone: 1800 130 582
Email: disabilitypathways.org.au
Making a complaint
You can make a complaint to:
- NDIS Quality and Safeguards Commission
- The Queensland Office of Fair Trading (OFT)
- Queensland Civil and Administrative Tribunal (QCAT)
- The Australian Competition and Consumer Commission (ACCC)
Making a complaint can help protect you — and others.
Free legal help in Queensland
Caxton Legal Centre – Consumer Law Service
Free specialist advice for consumer and credit problems, including debt, loans and service disputes.
Phone: 07 3214 6333
Website: caxton.org.au
Cairns Community Legal Centre – Consumer Law Service
Legal help for socially and financially disadvantaged Queenslanders experiencing consumer or credit issues like product or service disputes, debt and bankruptcy.
Phone: 1800 062 608
Website: cclc.org.au
Legal Aid Queensland
You can seek advice from a Legal Aid lawyer.
Phone: 1300 65 11 88
Website: legalaid.qld.gov.au
Get in touch with us
If you have any questions or would like to find out more, contact us on (07) 3844 4200 or qai@qai.org.au or use the form below to send us a message.