AUSTRALIANS relying on the National Disability Insurance Scheme are being exposed to misleading advertising, unfair contracts and charges for services never delivered, according to a new report from the Australian Competition and Consumer Commission.
The regulator says problematic conduct by some NDIS providers risks serious harm to participants, many of whom depend on essential products and services to live safely and independently.
Working alongside the National Disability Insurance Agency and the NDIS Quality and Safeguards Commission, the ACCC identified behaviour that may breach Australian Consumer Law across multiple areas of the NDIS market.
Among the most concerning practices were providers falsely claiming their products or services were “NDIS-approved” or eligible for NDIS funding, charging participants for supports that were not delivered as agreed, and failing to meet basic consumer guarantees.
The regulator also raised alarms over unclear or unfair contract terms, misleading claims around Specialist Disability Accommodation, the disproportionate impact on First Nations participants, and scams deliberately targeting NDIS users.
“Conduct can be particularly harmful given products and services sought or acquired may be essential for Australians who experience a disability to participate in everyday life,” said ACCC Deputy Chair Catriona Lowe.
“Harm can range from financial loss and life-limiting impacts, to compromising the safety and physical wellbeing of NDIS participants.”
The ACCC has treated compliance in NDIS markets as a priority since 2024, escalating enforcement activity as concerns have mounted.
Legal proceedings have already commenced against one provider for alleged breaches of the law, while infringement notices have been issued to Bedshed and Thermomix over allegedly misleading claims suggesting NDIS endorsement.
Meanwhile, Mable Technologies has provided a court-enforceable undertaking after admitting it used unfair contract terms.
“We have achieved positive outcomes to improve protections for NDIS participants and continue to investigate other potential misconduct,” Ms Lowe said. “NDIS providers should be aware that we are closely monitoring and responding to how they advertise and supply their products.”
