A new report has called for significant changes at the National Disability Insurance Agency (NDIA).

A review released by Commonwealth Ombudsman Michael Manthorpe has looked at the agency's handling of requests for assistive technologies as part of a series of reviews into the National Disability Insurance Scheme (NDIS).

The Ombudsmen has received an increasing number of complaints every year since the NDIS was rolled out in 2013.

Many of the issues relate to the NDIA itself, while the second-most common topic of complaint is issues with assistive technologies.

Clients looking for help with assistive technologies – everything from non-slip mats to specially-designed wheelchairs - regularly report confusion with the agency's processes and communication about the status and timeframe of a request.

The new report says similar issues are reflected across the entire NDIS rollout.

“Delay is a recurring issue across all parts of the NDIS - from access to the scheme, to planning and in assistive technology requests,” it says.

“In our view, without making significant changes to the way the NDIA administers its work, there is a risk that delays will continue and the timeframes in the Participant Service Guarantee will not be met, driving further complaints and work for the NDIA.”

Last year, the Federal Government announced the Participant Service Guarantee and pledged to set new timeframes for parts of the NDIS process.

The Ombudsman has outlined 14 recommendations to the NDIA, which it says would overhaul the internal processes for handling assistive technology requests.

It calls for for a single, central records management system to be created to provide easier access to a client's case details.

The agency has accepted 12 of the recommendations, and provided working on ways to meet the other two.

NDIA chief executive Martin Hoffman said the agency had already updated its official processes for assistive technology requests, and should have further updates ready next year.

The agency says it is increasing transparency so that clients have the same level of information about a decision as staff.

The NDIA is also moving to centralise its communication with clients to reduce confusion.