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Answers and guides · Feedback and complaints

Complaints: Who can I report an issue or complain about?

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The short answer.

Each participant has knowledge of and access to the provider’s complaints management and resolution system. Complaints and other feedback made by all parties are welcomed, acknowledged, respected and well-managed.

The instrument's own words

Every passage below is quoted exactly from the copy of the instrument named under it.

Each participant has knowledge of and access to the provider’s complaints management and resolution system. Complaints and other feedback made by all parties are welcomed, acknowledged, respected and well-managed.

A complaints management and resolution system is maintained that is relevant and proportionate to the scope and complexity of supports delivered and the size and scale of the organisation. The system follows principles of procedural fairness and natural justice and complies with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.

Each participant is provided with information on how to give feedback or make a complaint, including avenues external to the provider, and their right to access advocates. There is a supportive environment for any person who provides feedback and/or makes complaints.

All workers are aware of, trained in, and comply with the required procedures in relation to complaints handling.

Demonstrated continuous improvement in complaints and feedback management by regular review of complaint and feedback policies and procedures, seeking of participant views on the accessibility of the complaints management and resolution system, and incorporation of feedback throughout the provider’s organisation.

Quality Indicators Guidelines · open the instrument

Check it yourself

Under each answer is the document it rests on and where that document is published. If a source moves or its copy changes, the answer above it comes off this page rather than staying up — you are reading only what still checks out.

  • National Disability Insurance Scheme (Quality Indicators for NDIS Practice Standards) Guidelines 2018 — Compilation No. 3

Names of standards, outcomes and requirements on this page are reproduced exactly as they are published, including any unusual spacing or capitalisation. That is deliberate: it means you can search the official document for what you see here and find it, word for word.