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  • New guides for NDIS providers and consumers with disabilities

To coincide with the National Disability Insurance Scheme (NDIS) changes, a range of new consumer guides have been developed for providers of goods and services and for all consumers with disabilities. The information clarifies a consumer rights under the scheme and will support service providers to ensure they meet their obligations under the Australian Consumer Law (ACL).

The ACL provides protection when you buy or sell goods like food, electrical items or clothing as well as services such like those carried out by tradespeople, domestic or health workers.  The law covers all the goods and services purchased or sold to help manage a disability such as internet plans, cooking services or meal supplies, physical therapy and vehicle or home modifications.

It makes no difference whether a consumer paid for the good or service, or as a NDIS participant, or through a disability support system—consumer rights still apply.

Consumer rights also apply regardless of whether a purchase is made in-store, online, over the telephone or even from a door-to-door salesperson. Every time a product is sold, the business must guarantee that products are safe, work correctly and meet promises made about the condition, performance and quality.

It’s similar when a purchase is made for a services, the business must guarantee they will provide their services with acceptable care and skill and give the results as agreed. They must also carry out the service within a reasonable time even if it requires specialised equipment to install or supply it.

If a purchase is made for something and it doesn’t meet one of these consumer guarantees, the consumer has the right to ask for a repair, replacement or refund. If it is a major failure then the consumer can chose the method of redress that best suits them.

If a consumer has  a problem with a product or service they should first contact the business they bought it from. If they do not help, we recommend that they contact us at Consumer Protection on 1300 304 054 or email

These publications and videos will provide you with further detail about consumer rights. The video resources have been developed in various formats to suit consumers with disability. 

For a copy visit  or see for general information for consumers with disabilities.

Consumer Protection

Phone 1300 304 054