Can You Say No to Your Support Worker? Understanding Your NDIS Participant Rights

Understand your NDIS participant rights, choice and control in the NDIS, and how to navigate the NDIS complaints process if support doesn't feel right.

A support worker arrives with a plan for the day. They're ready to leave, but you don't want to go.

Can you say no?

Yes. You have the right to speak up about how, when and where you receive support. Understanding your NDIS participant rights can help you make choices with greater confidence.

Support should work with you, not simply happen to you.

What Are Your NDIS Participant Rights?

Every NDIS participant has the right to receive safe, respectful and high-quality support.

The NDIS Code of Conduct requires workers and providers to respect your privacy, decisions and right to express yourself. It applies to both registered and unregistered NDIS providers.

Your NDIS participant rights ensure you receive safe, high-quality, and respectful care. This includes being able to:

• Make decisions about your supports
• Ask questions before agreeing to something
• Be treated with dignity and respect
• Have your privacy protected
• Receive support safely and with proper care
• Raise a concern without being threatened
• Make a complaint about poor or unsafe support
• Ask for information in a way you understand

You can also involve a trusted family member, advocate or support person in discussions if you wish.

Can You Say No to a Support Worker?

You can say no to an activity, task or suggestion that you don't agree with.

For example, you might not want to attend an outing that day. You may prefer help preparing lunch rather than having the worker do everything for you. You might also feel uncomfortable with the way a task is being handled.

A simple response may be enough:

"I don't want to do that today. Can we look at another option?"

Saying no doesn't make you difficult. It helps your worker understand what good support looks like for you.

There may be times when a worker needs to explain a safety concern or the limits of the support they can provide. Even then, they should listen, speak respectfully and include you in the decision wherever possible.

Choice and Control in the NDIS

Choice and control in the NDIS means having a real say in the supports you receive and how they are delivered.

It might involve choosing:

• What assistance you need
• When your support takes place
• How you prefer tasks to be completed
• Which goals you want to work towards
• Who provides your support

Choice and control doesn't mean a worker can provide every requested service. Supports must remain within the worker's role and skills, relevant safety requirements, applicable laws and the services agreed with your provider.

However, you should be given clear information so you can understand your options and take part in decisions.

What Are NDIS Support Worker Responsibilities?

Understanding NDIS support worker responsibilities can make it easier to notice when something isn't right.

A support worker should:

• Listen to your preferences
• Respect your dignity, culture and privacy
• Support your independence
• Follow your agreed support plan
• Work within their training and role
• Provide support safely and competently
• Explain what they're doing
• Report concerns that could affect your safety
• Act honestly and professionally

A good worker doesn't take over when you can do something yourself. They provide the right amount of help and give you room to build skills.

Can You Choose a Different Support Worker?

Sometimes two people simply aren't the right match. Communication styles, routines and personalities can differ.

When choosing a support worker, consider whether the person:

• Listens without rushing you
• Understands your communication needs
• Respects your routines and boundaries
• Has the right skills for your support needs
• Helps you feel comfortable and heard

If the match isn't working, speak with your provider. You can explain what you need without attacking the worker personally.

Before changing workers or providers, check your service agreement. You can also read our NDIS Liverpool service agreements guide to learn about cancellation periods, making changes and ending an agreement.

What If Your Concern Isn't Resolved?

Start by telling the worker or provider what happened and what outcome you want. You may wish to keep notes of dates, conversations and agreed actions.

If you don't feel comfortable speaking directly with them, ask a trusted person or independent advocate to help.

The NDIS complaints process allows participants, family members, carers and advocates to report concerns about an NDIS provider or worker. A complaint can be made to the NDIS Quality and Safeguards Commission.

Your provider must not threaten you for raising a concern or making a complaint.

Support Should Feel Like a Partnership

Your voice matters before support begins, while it's happening and after it ends.

Knowing your NDIS participant rights makes it easier to ask questions, set boundaries and choose support that fits your life.

Looking for respectful, person-centred support? Speak with the NDHS Liverpool support team or visit our Locations page to connect with your local support team. Tell us about your goals, preferences and the kind of support worker who may suit you.

Frequently Asked Questions

Can a support worker make decisions for me?

A worker should support your decisions, not replace them. Some people have formal decision-making arrangements, such as an NDIS nominee or a legally appointed guardian. These representatives can only make decisions within the authority given to them. Workers should still respect the participant and involve them in decisions as much as possible.

Can I ask a support worker to leave?

You can ask a worker to leave your home if you feel uncomfortable. If there is an immediate safety issue, seek help from a trusted person or emergency service.

Do I need a reason to request another worker?

You can tell your provider that the match isn't meeting your needs. Sharing the reason may help the provider find someone more suitable.

Can someone help me make a complaint?

Yes. A family member, friend, advocate or other trusted person can help you understand the NDIS complaints process and communicate your concerns.