DOCUMENT 16
External Referral Points for Enquiries QRG
Mar 05, 2025 05:51
General
- Overview
Procedure
- Common enquiry referral points
- Provider registration / escalation enquiries
- Restricted access (RA) participant enquiries
- External national contacts
- State contacts for family violence and homelessness enquiries
- Further information
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To be used by NCC. This article assists you to:
- Find the external referral point for certain enquiry types.
Overview
The External Referral Points for Enquiries (previously known as the Off-System Referral Information) resource provides referral points used for escalations, referrals to an NDIA business area or to an external organisation.
A referral point can include an email address, phone number, website or person depending on the type of referral required.
The tables in this guidance resource will provide you with information about enquiry types and the referral points.
Common enquiry referral points
| Enquiry type | Description | Referral point | Publicly available | NCC use |
|---|---|---|---|---|
| Privacy team | For a privacy breach or suspected privacy breach. | privacy@ndis.gov.au | Yes | Yes |
| Enquiries general | For the public to send the NDIA call enquiries. | enquiries@ndis.gov.au | Yes | Yes |
| NDIA website | To report NDIS website broken links/error messages. | Submit a page update request via the Strategic Communications service desk | No | Yes |
| Fraud | Suspected fraud, unethical behaviour or corruption. | fraudreporting@ndis.gov.au | Yes | Yes |
| Freedom of Information (FOI) | Requests for copies of their personal information that we have on file. | FOI@ndis.gov.au | Yes | Yes |
| Security | Threat of harm to NDIA site, staff or partners. | redacted: s47E(d) - certain operations of agencies@ndis.gov.au |
No | Yes |
| Media | Significant issue that is at risk of alerting the media/threat to go to media. | media@ndis.gov.au | No | Yes |
| Feedback and complaints | For feedback and complaints. | feedback@ndis.gov.au | Yes | Yes |
| Marketing | Incorrect use of NDIS Logo or using NDIS in legal or trading name. | redacted: s47E(d) - certain operations of agencies@ndis.gov.au |
No | Yes |
| Printed NDIS Publications | NCC Service Officer checked NDIS ordering portal (external) and is unable to assist person with an order of a NDIS publication (booklets and factsheets) listed on the NDIS website. | redacted: s22(1)(a)(ii) - irrelevant material, s47E(d)@ndis.gov.au |
No | Yes |
| Myplace portal issues | Myplace technical issue not resolved via NCC troubleshooting, create myIT ticket under service requests. | MyIT lodge ticket | No | Yes |
| MyGov help and support | • MyGov users and people seeking to become a user to access and use their myGov account. For example to reset forgotten passwords, PINs or email | • Calling myGov helpdesk on 132 307, option 1. • Help using myGov on the myGov website. |
Yes | Yes |
(Note: Table continuation from previous page content formatting rules applied)
| Enquiry type | Description | Referral point | Publicly available | NCC use |
|---|---|---|---|---|
| release to create a new account. • Escalating issues where unable to resolve the myGov users enquiry. • Help customers with their online service from a myGov account, including issuing linking codes. • Proof of Record Ownership (PoRO) or accessing and updating customer records. • Supporting customers with tasks specific to their service. |
• myGov online help guides on the Services Australia website. | Yes | Yes | |
| National SIL team | For all provider SIL quotes. | redacted: s47E@ndis.gov.au |
Yes | Yes |
| Property | For any enquiry relating to NDIS property, please forward to the Property team. | redacted: s47E(d) - certain operations of agencies@ndis.gov.au |
No | Yes |
| Access related complaints | Complaint about the access process (not decision) prior to access decision. | feedback@ndis.gov.au | Yes | Yes |
| Internal review of an access decision | Enquiry about an access not met internal review. | redacted: s47E(d) - certain operations of agencies@ndis.gov.au |
No | Yes |
Provider registration / escalation enquiries
| Enquiry type | Description | Referral point | Publicly available | NCC use |
|---|---|---|---|---|
| Provider registration | • The NDIS Quality and Safeguards Commission (commission) is external to the NDIA. The commission only handles registration enquiries and complaints about providers for all States of Australia. | • 1800 035 544 NOTE: Always warm transfer to the Commission and provide any details that they may request. |
Yes | Yes |
| Provider enquiries | • General provider enquiries. • Provider is concerned about coronavirus (COVID-19) impact. • Advance payment enquiries. |
• provider.support@ndis.gov.au • registrations@ndiscommission.gov.au • redacted: s47E(d) - certain operations of agencies@ndis.gov.au |
Yes | Yes |
| Provider escalations | • Provider escalation required. | • redacted: s47E(d) - certain operations of agencies@ndis.gov.au |
No | Yes |
Restricted access (RA) participant enquiries
| Enquiry type | Description | Referral point | Publicly available | NCC use |
|---|---|---|---|---|
| Restricted access | Any enquiry from or about a restricted access (RA) participant. | • Warm transfer to trained RA Service Officer at NDIA_RestrictedAccess queue following the • The RA dedicated phone line, 1800 879 472 is for RA participants, available for Tasmanian RA participants only. |
No | Yes |
| Enquiry type | Description | Referral point | Publicly available | NCC use |
|---|---|---|---|---|
| • Reassign the enquiry to the NCC Enquiry Restricted Access queue, following the Reassign to queue or team leader process in the Email Process Knowledge Article • If unavailable, redacted: s47E(d) - certain operations of agencies@ndis.gov.au |
External national contacts
| Service | Description | Phone number | Website |
|---|---|---|---|
| Lifeline | Provides all Australians experiencing a personal crisis, with access to 24 hour crisis support and suicide prevention services. | 13 11 14 | Lifeline Australia - 13 11 14 - Crisis Support. Suicide Prevention |
| Beyond blue | Provides information and support to help everyone in Australia achieve their best possible mental health, whatever their age and wherever they live. | 1300 224 636 | Beyond Blue |
| Carers Australia | Short-term counselling, emotional and psychological support services for carers and their families in each State and Territory. | 1800 242 636 | Home - Carers AustraliaCarers Australia |
| Carer gateway | National online and phone services that provides practical information and resources to support carers. The interactive service finder helps carers connect to local support services. | 1800 422 737 | Home |
| Suicide call back service | 24/7 online and phone counselling to people who are affected by suicide. | 1300 659 467 | Mental health counselling |
| RESPECT | 24/7 National sexual assault and family violence counselling services. | 1800 737 732 | Home |
| Ask Izzy | An online tool that uses a postcode search to connect people with immediate shelter, food, support and counselling, money help, domestic and | N/A | Ask Izzy |
| Service | Description | Phone number | Website |
|---|---|---|---|
| family violence help, everyday needs, health, advice and advocacy, work and learning. | |||
| Australian Health Practitioner Regulation Agency | Report misconduct by health practitioners which does not fall under the criteria for a provider compliance complaint with the Safeguards Commission. | 1300 419 495 | Australian Health Practitioner Regulation Agency - ahpra |
| Australian Institute of Family Studies | Information for service providers and practitioners working in the child, family and community welfare sector on how to report suspected child abuse and neglect. | N/A | Australian Institute of Family Studies |
| Department of Health and Aged Care | The Department of Health and local Police are required to be notified of all allegations of unlawful sexual contact, unreasonable use of force or an assault that constitutes an offence against a law of the Commonwealth or a State or Territory, that is inflicted on a person receiving residential aged care. | 1800 020 103 | Australian Government Department of Health and Aged Care |
| Narcotics Anonymous Australia | Offers support for people struggling with substance abuse. The NA website provides access to rehabilitation services and also has a ‘find a meeting’ function similar to our ‘find a local office’ tool. | 1300 652 820 | Narcotics Anonymous |
| National Alcohol and Other Drug Hotline | This hotline provides confidential support for people struggling with addiction. You can call the Alcohol Drug Information Service (ADIS) 24 hours a day, 7 days | 1800 250 015 | National Alcohol and Other Drug Hotline |
| National Disability Abuse and Neglect Hotline | An independent and confidential service for reporting mistreatment of people with a disability. | 1300 653 227 | National Disability Abuse and Neglect Hotline |
| Policelink — non-urgent reporting and enquiries | Is available in every state, site links differ depending on location. Online reporting forms available. | 131 444 | QLD Policelink NSW Police Force Community Portal Victoria Police Assistance Line and Online Reporting Northern Territory Police, Fire & Emergency Services |
| Service | Description | Phone number | Website |
|---|---|---|---|
| Western Australia Police - How to Report a Crime South Australia Police Safer Communities Tasmania Police |
|||
| QLD Police Alternative Reporting Options (Sexual Assault) | Alternative Reporting Options (ARO) exists for survivors of a sexual assault. ARO involves an online form where survivors can ensure their experience is on record (and can be used to help an investigation if a similar offence or the same offender is reported again) without requiring an investigation or direct contact. This can be done anonymously. | N/A | QLD Police Alternative Reporting Options |
| Job access | Offers help and workplace solutions for people with a disability looking for work. Assists with disability employment services (DES). | 1800 464 800 | Home |
| Services Australia Disability and carer payments | Information on Centrelink payments and services available for people living with a disability. | 132 717 (disability payments) | Services Australia |
| Services Australia Crisis payments | If a caller is in crisis or emergency; financial hardship, going through extreme life change or natural disaster. | 132 850 (crisis payments) | Services Australia |
| Disability services Australia (DSA) | Provides information on employment and community support services for people with a disability. | 1300 372 121 | Homepage (scopeaust.org.au) |
| My aged care | Assists those eligible to understand supports available within aged care as well as advocate assistance. | 1800 200 422 | Access Australian aged care information and services |
| Translating and interpreting service (TIS) | If a caller needs translating services with contacting the NCC. NCC SO must provide TIS with the following information: NDIS Client code: C979601 First name and User ID of NCC SO NCC Site location NDIS Participant Number |
131 450 NCC SO must provide TIS with the following information: NDIS Client code: C979601 First name and User ID of NCC SO NCC Site location NDIS Participant Number |
Translating and Interpreting Service (TIS National) |
| Service | Description | Phone number | Website |
|---|---|---|---|
| NCC SO must ask for the TIS job number and add it to the enquiry note following the: Arrange an interpreter for a person process in Assist person with their preferred communication method KA. | |||
| National relay service (NRS) | If a caller requires assistance to contact the NCC, if they have a speech or hearing impairment. | 1300 555 660 | About the National Relay Service (NRS) |
State contacts for family violence and homelessness enquiries
| Service | State | Description | Phone number | Website |
|---|---|---|---|---|
| OneLink | ACT | Is the central information/access point for human services for the ACT including homelessness, disability and family support services. They provide information, conduct assessments and link people with organisations who can assist them. | 1800 176 468 | OneLink |
| Domestic violence crisis service | ACT | For anyone in ACT who is experiencing family violence can call this number. | (02) 6280 0900 | Domestic and Family Violence Support - Community Services |
| Domestic violence helpline | NSW | For anyone in NSW experiencing domestic violence. The helpline can arrange emergency accommodation and negotiate with other Government departments, such as health or housing. | 1800 656 463 | Domestic, family and sexual violence |
| Service | State | Description | Phone number | Website |
|---|---|---|---|---|
| Link2Home | NSW | A 24/7 Statewide telephone service providing information, assessment and referrals to; specialist homelessness services, temporary accommodation and other appropriate services for people who are homeless or at risk of homelessness. | 1800 152 152 | Are you homeless? |
| Shelter Me | NT | Provides information to those seeking accommodation and supports services. They can assist in finding a place to stay, food, money and other supports. | The website will provide a phone number for the appropriate service. | ShelterMe |
| Domestic violence crisis line | NT | General and domestic violence crisis counselling. | 1800 019 116 | No website. |
| Domestic violence telephone service | QLD | Provides support, information, advocacy, telephone counselling, referrals and importantly, the Statewide coordination of emergency refuge and shelter placements across Queensland. | 1800 811 811 | DVConnect Womensline |
| Homeless hotline | QLD | This is a phone information and referral service for people who are experiencing homelessness. | 1800 47 47 53 | Homeless Hotline |
| Homelessness gateway | SA | Assistance with crisis accommodation and counselling. | 1800 003 308 | Homeless Connect SA |
| Domestic and family violence gateway | SA | Family violence assistance including referrals, accommodation, counselling. At times it is necessary to leave a message. Return messages will not be left with anyone other than the original caller. | 1800 800 098 | Home - Womens Safety Services |
| DHHS family violence counselling and support services | TAS | Counselling and support service offers specialised services to assist people affected by family violence. Open 9am-12am on weekdays and 4pm-12am on weekends. | 1800 608 122 | Family Violence Counselling and Support Service (FVCSS) |
| Homeless support helpline | TAS | Support to find emergency accommodation and long-term accommodation. | 1800 800 588 | Department of Communities Tasmania |
| Opening doors | VIC | 24/7 Statewide number to speak with a housing and support worker. Will direct your call to a service closest to you. | 1800 825 955 | Crisis & emergency contacts |
| Safe steps family violence response centre | VIC | 24/7 family violence response will assist with services such as risk assessment, emergency accommodation, safety | 1800 015 188 | Safe Steps Family Violence Response |
(Note: Table continuation format applied)
| Service | State | Description | Phone number | Website |
|---|---|---|---|---|
| planning, support, information, advocacy and referral. | Centre - 24/7 support for Victorians | |||
| Women’s domestic violence helpline | WA | 24/7 support and counselling for women experiencing family and domestic violence. Can help you if you want to find a refuge or a safe place to stay. | 1800 007 339 | No website. |
| Men’s domestic violence helpline | WA | 24/7 support and information for men who are experiencing family or domestic violence. | 1800 000 599 | No website. |
| Homeless support | WA | Free service providing assessment and referrals for homeless and people at risk of homelessness. Not open Sunday or public holidays. | 1800 124 684 | Homelessness Perth |
| Salvo care line | WA | Support for people going through crisis, experiencing loneliness, depression, feelings of isolation and needs someone to talk to. 24/7 counsellors available to offer wide rage of options which might include information and referrals to empower people to change their situation. | 1300 363 622 | Housing |
Further information
Please refer to:
- Email Process Knowledge Article.
- Priority Enquiry Escalation Contacts Team Leader QRG
- Participant Critical Incidents (PCI) for Team Leader KA
- Threat to Site, Staff, Partners, or Others Team Leader KA.
- NCC Team Leader Guidance.
Document owner and approver
Director, Support and Communications, Contact Centre Branch
Feedback
If you have any feedback about this procedure, please refer to your NCC Team Leader.
- NCC Service Officers (NCC SOs) please send your feedback to your NCC Team Leader. Your Team Leader may have an answer to your question or have information to share with you to resolve your questions and feedback.
- NCC Team Leaders (NCC TLs) please review the feedback from NCC SOs and provide advice, information and resolve questions where possible. NCC TLs can request new or updated NCC Guidance Resources and assistance using the relevant form on the National Contact Centre Service Desk on the intranet.
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