Participant Satisfaction Survey

Have your say

The Participant Satisfaction Survey (PSS) is one of the ways we can hear from people connecting with the NDIS, including applicants, participants and their families and carers. 

This includes people using community connections, early supports, and applying to the NDIS.

It also includes the planning process, which could be a recent plan approval, plan implementation meeting, or a plan reassessment. 

We use the survey to collect feedback on your interactions with the scheme.  

Whether it went well, or we need to do better, you can tell us in this survey. 

It’s an opportunity to think about the people you spoke with from the NDIA or a Partner organisation and reflect on these questions:

  • Did they listen and understand?
  • How did they treat you?
  • Were things explained to you well enough?
  • Was information easy to understand?

The valuable insight you share can help us improve your NDIS experience. 

Information collection

How the NDIA collects this information

Australian Healthcare Associates (AHA) collects this survey information for the NDIA.

They may ask you questions like:

  • Was the information you received easy to understand?
  • Were your circumstances and needs considered? 
  • Were you included in decisions that were made? 
  • Were decisions and outcomes explained to you? 

Why we collect participant information

The NDIA is committed to always looking at ways to improve how we deliver services and work with participants, their families and carers.

The feedback we get can help improve the NDIS. It will allow us to find the best way to work together. 

With this feedback we can track if we:

  • provide information that is easy to find and use
  • are responsive to your individual needs and situation
  • respect you and your lived experience
  • recognise you as the expert in your own life
  • help you to connect with the right services and supports.

We also appreciate the time you give us and want to share this important feedback with the broader community.

We do this through the NDIS Quarterly Report

How to volunteer

Participation in the survey is voluntary and will not affect your NDIS funding. 

You can let us know you want to do the survey at any time. We may also ask if would like to take part and contribute to improving the NDIS.

You’ll likely be asked about doing the survey when you are first contacted by someone from the NDIS. 

If you decide not to do the survey, then change your mind and want to take part, you can contact the NDIA directly on:

We will update your record to reflect your choice about being contacted for the survey.

When you choose to do the survey, your contact details will be included in a list that is given to AHA, the company that collects our survey responses. 

Data privacy 

Information privacy

AHA must follow the Privacy Act and the NDIS Act when they handle personal information. 

The AHA Privacy Policy is available on their website.

Further information about the NDIA’s Privacy Policy and Information Handling Guidelines are available on the privacy page.

Communication safety

AHA will make contact using your preferred communication method.

This may be via the telephone, email or SMS. You can also choose to answer the survey questions online.

AHA calls from these telephone numbers: 1300 218 928 or 0488 856 436. 

If you have any concerns about if it is safe to answer the questions, you can either:

  • Ask for the person’s name, their contact number and what type of survey they are inviting you to complete.
  • Check this information by contacting the NDIA on 1800 800 110.
  • Also visit the Australian Government’s National Anti-Scam Centre website, Scamwatch .

Survey invite

Who is contacted for a survey?

We are interested in hearing from people who have had recent contact with the NDIA so that we can understand their experience.

We would like to hear from as many different people as possible to make sure we have a good understanding of everyone’s experience with the NDIA. 

AHA may ask parents or carers to complete the survey on behalf of their child.

Families and carers will also be asked about their experience.

Participants can nominate a person to respond on their behalf.

When are you contacted for a survey?

We will invite you to take part in the survey soon after your interaction with someone from the NDIS.  

It could be about connecting with the community, applying to the scheme, or related to your NDIS plan.

This page current as of
2 August 2024
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