Every NDIS participant has the right to complain, and providers must make that easy and act on what they hear. A clear complaints process is both a safeguard for participants and a core thing auditors check. Here is what the rules expect and how to set it up.
What the rules require
Under the NDIS complaints rules, providers must have a system to receive, record, manage and resolve complaints. Participants must be able to complain easily, including anonymously, without fear of consequences, and be kept informed. Participants can always also complain directly to the NDIS Commission.
Setting up your complaints process
A workable process covers how complaints are received, who handles them, target timeframes, how you involve the participant, how you resolve and record the outcome, and how you use complaints to improve. Make the steps visible to participants in plain language.
Records auditors expect
You should hold a complaints policy, a complaints register that is actually used, a complaint form, and evidence that complaints lead to action. An empty register is a classic audit red flag.
Make it easy for participants
Display a simple, accessible notice telling people how to complain and that they can go to the Commission. A participant-friendly poster does this well.
Frequently asked questions
What does the NDIS require for complaints?
Providers must have a system to receive, record, manage and resolve complaints, make complaining easy and safe, keep participants informed, and let people complain to the Commission directly.
Can NDIS participants complain anonymously?
Yes. Your process should allow anonymous complaints and make clear there will be no negative consequences for raising a concern.
What complaints records do auditors want?
A current complaints policy, a complaints register in active use, a complaint form, and evidence that complaints are acted on and used to improve your service.
Related NDIS guides
General information for Australian NDIS providers, not legal advice. Always check the current NDIS Practice Standards and NDIS Quality and Safeguards Commission requirements for your situation.