Changes to NDIS law under the Securing the NDIS for Future Generations Act 2026 include new rules about what happens if the NDIA can't get in touch with a participant. They're due to start from 1 October 2026. For most people nothing will change day to day, but it's a good reminder to make sure the NDIA can reach you.
NDIS contact details
- Phone: 1800 800 110, Monday to Friday, 8am to 8pm local time
- Interpreter: call TIS National on 131 450 and ask for 1800 800 110
- Hearing or speech impairment: use the National Relay Service and ask for 1800 800 110
- Online: update your contact details in the my NDIS app or portal
Complaints about a provider or support worker go to the NDIS Quality and Safeguards Commission on 1800 035 544, not the NDIA.
What the new rules say
If the NDIA makes reasonable attempts to contact a participant and doesn't get a response, it can now suspend that person's plan. The Government describes reasonable attempts as trying to contact the participant, their nominee or authorised representative at least five times over an extended period.
If a plan stays suspended for at least 90 days and the NDIA still can't make contact, the person's status as a participant can be revoked. Decisions like these can be reviewed, so if it ever happens to you, you can ask for the decision to be looked at again.
Why this matters
A suspended plan can interrupt the supports you rely on, and having participant status revoked is a much bigger problem to fix. The good news is that it's easy to avoid. These rules are aimed at situations where the NDIA genuinely can't reach someone, such as outdated contact details, a change of address or phone number, or messages going to an old email.
Simple steps to stay on track
- Check your contact details. Make sure your phone number, email and postal address are current in the my NDIS app or portal, or call the NDIA on 1800 800 110.
- Set your preferred contact method. Tell the NDIA how you'd like to be contacted, and whether a nominee or family member should be contacted too.
- Tell the NDIA when things change. Moving house, changing phone numbers or going into hospital are all good times to update your details.
- Respond to NDIA messages. If you get a call, letter or email from the NDIA, reply as soon as you can, even just to say you need more time.
- Ask for help. Your Support Coordinator, Local Area Coordinator or a trusted provider can help you check your details and respond to the NDIA.
Who might need extra support
People who move often, are experiencing housing instability, have limited phone or internet access, or rely on family to manage their NDIS communication may be more at risk of missing contact. If that sounds like you or someone you support, it's worth setting up a nominee or making sure a trusted person is listed. Our guide to housing instability and the NDIS also has practical steps.
How Tenax Supports can help
Tenax Supports is a registered NDIS provider in Tarneit. Our support coordination team regularly helps participants keep their plan details up to date, understand letters from the NDIA and prepare for plan reassessments. For the latest official information, visit ndis.gov.au.
Frequently Asked Questions
What is the NDIS contact number?
Call the NDIA on 1800 800 110, Monday to Friday, 8am to 8pm local time. If you need an interpreter, call TIS National on 131 450 and ask for 1800 800 110. If you have a hearing or speech impairment, use the National Relay Service and ask for 1800 800 110. You can also update your details in the my NDIS app or portal.
Can the NDIA suspend my NDIS plan?
Yes. Under the new rules, the NDIA can suspend a plan if it has made reasonable attempts to contact a participant, described as at least five attempts over an extended period, and hasn't received a response.
What happens if my plan is suspended?
If a plan stays suspended for at least 90 days and the NDIA still can't make contact, the person's participant status can be revoked. These decisions can be reviewed.
How do I update my contact details with the NDIA?
You can update your details in the my NDIS app or portal, or by calling the NDIA on 1800 800 110. Your Support Coordinator or Local Area Coordinator can also help.
Can someone else be contacted on my behalf?
Yes. You can tell the NDIA your preferred contact method and arrange for a nominee or authorised representative, which is helpful if you'd like family or a carer involved.
Need help checking your NDIS details or understanding a letter from the NDIA? Contact Tenax Supports on 03 7018 8666 or through our enquiry page.