About this resource
The NDIS complaints management rules require registered providers to have an accessible complaints system that follows procedural fairness, to keep records of complaints, the action taken and the outcome for 7 years, and to tell people they can complain to the NDIS Commission. This resource includes a register and a checklist of good practice, so each complaint is acknowledged, supported, resolved and learned from.
Purpose
To handle complaints fairly and accessibly, keep the required records and use complaints to improve.
Who it is for
Primary profession: NDIS providers and support coordinators. Also relevant for community services and case workers, disability support workers.
Client or participant group: Registered NDIS providers: directors, quality and compliance staff, house and team leaders.
Practice setting: Registered NDIS providers, including supported independent living homes.
Suggested uses
- Recording every complaint, including verbal ones
- Quarterly review of complaints for patterns
- Audit evidence for feedback and complaints management
- Training new team leaders in complaints handling
Instructions for practitioners
- Record every complaint, however it is made.
- Acknowledge it promptly and offer support, including an advocate or interpreter.
- Keep the person informed and make sure they face no negative consequences.
- Record the action, the outcome and the person's view of it.
- Review complaints regularly and add improvements to your continuous improvement register.
Accessibility considerations
Landscape register plus a checklist page.
Scope and limitations
A practical record-keeping tool. It is not legal advice and does not by itself show that a provider meets the NDIS Practice Standards. Check it against the current Practice Standards, NDIS rules and your registration groups, and adapt it to your own policies.
Research basis
The NDIS complaints management rules require registered providers to run an accessible complaints system that follows procedural fairness, keep records of complaints, actions and outcomes for 7 years, and use complaints to improve.
- National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 (Cth). https://www.legislation.gov.au/F2018L00634/latest/text
- NDIS Quality and Safeguards Commission. NDIS Practice Standards and Quality Indicators. https://www.ndiscommission.gov.au/rules-and-standards/ndis-practice-standards
What is included
A 3-page printable A4 PDF, including a practitioner notes page with the research basis (version 1.0).
Originality
Original Practitioner Plus content: wording, activity structure, layout and icons were created for this resource. No third-party worksheets, illustrations or text were reproduced. Written for Practitioner Plus from the NDIS Practice Standards and NDIS rules listed in the research basis; no third-party template was used. It is not an NDIS Commission form.
