A well-designed complaints system is one of the most valuable quality improvement mechanisms available to a provider — it surfaces issues before they escalate, demonstrates respect for participant voice, and provides the NDIS Commission with evidence that your organisation takes accountability seriously.
Under the NDIS Practice Standards Core Module, providers must have an accessible, documented process for receiving, acknowledging, assessing, and resolving complaints. Participants must know how to make a complaint and feel safe doing so. Complaints must be acknowledged within a reasonable timeframe (best practice is within two business days). Complainants must be kept informed of progress and informed of their right to escalate to the NDIS Commission if not satisfied with the resolution.
Accessibility is the most critical design principle. Practical accessibility measures include: offering multiple complaint channels (phone, email, in-person, written form); providing complaint information in Easy Read, large print, and languages other than English where required; clearly naming a specific contact person; displaying complaints information prominently; and ensuring workers actively mention the complaints process during regular support reviews.
Once a complaint is received, triage appropriately. Complaints involving immediate safety concerns must be escalated immediately. For other complaints: acknowledge within two business days; gather evidence by speaking to relevant workers and reviewing records; communicate a written outcome to the complainant; and provide referral information for the NDIS Commission complaints line.
At least quarterly, review your complaints register and ask: Are certain workers or services generating a disproportionate number of complaints? Are there recurring themes? Are complaints clustered around particular times or locations? The answers should drive specific operational improvements documented and communicated to participants.
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