The NDIS Commission expects all NDIS providers (including unregistered providers) to effectively manage complaints made against them.
Providers should also help people with disability understand how to make a complaint to them or to the NDIS Commission.
Requirements for registered providers
Registered providers must have an effective system to manage and resolve complaints that:
- is suitable for the size of the organisation and complexity of the services and supports
- makes it easy for people to make a complaint, including anonymously. This includes making sure that you deal with complaints quickly and fairly
- keeps a record of all complaints.
Complaints to you
If you get a direct complaint, the person who made the complaint and the affected person with disability should be:
- informed of the complaint’s progress
- appropriately involved in the resolution of the complaint, and
- updated on decisions made and any action taken.
Complaints to the NDIS Commission
Learn more about the complaints process.
The NDIS Commission may require you to take actions to address issues raised in a complaint against you, such as:
- making changes to your complaints management system
- making sure all behaviour support plans are up to date
- making sure all management staff undergo a particular type of training.
You may also need to report back to the NDIS Commission on the progress of these actions.
Guidelines on effective complaints handling
The NDIS Commission has guidelines on effective complaint handling for all providers. This includes specific requirements for registered NDIS providers under the National Disability Insurance Scheme Act 2013 (the Act) and National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 (the Rules).