Can you ask for the information we keep about you?

Yes. In most cases, you’ll be able to get any information we hold about you.

We recommend checking your myplace participant portal first. This will have the basic information we hold about you.

Learn more about the myplace participant portal .

If you can’t find the information you’re looking for in myplace, you can request it through our Participant Information Access process.

How can you get more of your information (Participant Information Access)?

Participant Information Access is a quick and easy way for you to get most of the information we hold about you, including:

  • your application to the NDIS
  • your current or previous NDIS plan
  • medical and other documents that you’ve given us.

You, your nominee or child representative can use Participant Information Access to ask for your information. Some other people can make a request on your behalf. For example, someone who helped you apply for the NDIS, or someone you give consent to, can ask on your behalf.

If we can give you the information, we’ll do it as soon as possible. In most cases within 14 days, and we’ll always give it to you within 28 days.

There is no cost to make a request.

Read more about how to use Participant Information Access .

What information can’t we give you?

Sometimes we can’t give you all the information we hold about you. This might be because it contains personal information about other people, or giving it to you might put someone else at risk.

We’ll tell you the reasons why we can’t give you the information. We’ll also let you know if you can request it through Freedom of Information .

How do you make a Freedom of Information request?

You can also make a Freedom of Information request for information we hold, including your personal information.

If your request is for your personal information, you might like to make a request through Participant Information Access first. This is often quicker and easier than making a Freedom of Information request.

If your request is for other information, such as about our policies or processes, we will:

  • try to give you access outside of the formal Freedom of Information process wherever we can
  • help you make your Freedom of Information request, including to help narrow your request if it’s too large or vague
  • keep in contact with you, especially if there's any delay in making a decision
  • process all requests as soon as we can
  • clearly explain our decisions.

It’s a good idea to contact us first, to see if we can give you information directly. You may not need to make a Freedom of Information request.

Learn more about Freedom of Information .

What if your information is wrong, outdated or incomplete?

If you believe that the information we hold about you is wrong, outdated, incomplete, irrelevant or misleading. Then you can contact us to correct it. If we don’t agree to change our records, we’ll write to you to tell you why.

You can also ask if we can let other organisations or government agencies know about any changes to your information.

What if you’re not happy with our response?

You can always give us feedback or make a complaint about the service we’ve given you. This includes if you think we haven’t followed these rules about your privacy and information. You can contact the Privacy team by email at [email protected] with any specific privacy concerns or complaints. Or for more information, check out feedback and complaints .

If you have questions about your request for information, you can contact our Participant Information Access team by email [email protected] or our Freedom of Information by email [email protected].

If you’re not happy with how we’ve looked into your information, you can also make a complaint to the Office of the Australian Information Commissioner.

They’re separate to us and can investigate complaints about your privacy and information. It’s best to talk to us first before you contact them. This is because they might ask us to look into it further before they investigate the complaint.

Check out the Office of the Australian Information Commissioner website  for more information.

This page current as of
7 June 2023
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