We are working with participants to improve our early dispute and alternate resolution processes to improve their external review experience.
We are committed to improving the way we work with participants to resolve disputes early.
We have made significant improvements to participant experience through a range of dispute resolution improvement initiatives, these include intensive caseload reviews, the Independent Expert Review trial and an early assessment approach for new matters lodged with the Administrative Review Tribunal (ART),
When matters are lodged with the ART for review, we will make contact with the participant or prospective participant to better understand their circumstances and their disputed issues so that we can discuss accessible and informal options to resolve the case before it goes to a formal hearing.
A significant number of matters should be resolved prior to ART hearings in a quicker, fairer and easier way because of these changes.
Between June 2022 and August 2024 more than 10,800 ART matters have been resolved in response to these initiatives.
We will regularly update this page as the improvements we are making to our ART processes are introduced and progress.
How we are working together for a stronger NDIS
We are committed to working in partnership with people with disability, their families, advocates, and the broader disability community to build a stronger National Disability Insurance Scheme (NDIS).
To support this work, we have established the Dispute Resolution Forum (DRF.)
The DRF will ensure the NDIS dispute resolution process considers the perspectives and experiences of all stakeholders involved.
You can read more about the DRF and our other reference groups on the Reference Group updates page.
Independent Expert Review
In 2023, we trailed Independent Expert Reviews where matters were reviewed by an external Independent Experts.
The Independent Experts were independent from both the NDIA and the participant. They were people with experience of the disability sector and the NDIS and had experience in mediation and conciliation processes.
The Independent Experts provided an independent, informed and unbiased opinion on an appropriate outcome to resolve the matter.
Evaluation of the IER trial
The IER trial has now ended and the Agency’s Research and Evaluation branch has evaluated its effectiveness.
Read the report here:
- Independent Expert Review trial – Evaluation report (DOCX 1MB)
- Independent Expert Review trial – Evaluation report (PDF 1.3MB)
The report includes feedback from various stakeholders including survey responses from participants, their representatives and Independent Experts and interview responses from key stakeholders from inside and external to the Agency.
The report includes data around timeliness, costs and outcomes to help assess the IER trial.
The report has and will continue to help inform future dispute resolution models.
The IER trial informed our people-centric approach to dispute resolution, our engagement with the disability community and our response to the NDIS Review and the Administrative Review Taskforce to establish a new Federal Administrative Review Body.
We will continue to communicate and engage with stakeholders to identify ways to improve our dispute resolution processes.