What must a complaints management system include?
The system must be proportionate, fair and compliant with the complaints rules. Participants must be told how to complain, including how to complain externally to the Commission, and must be able to do so without reprisal. Workers must be aware and trained, and complaints and feedback must feed continuous improvement.
Answered from the held text of NDIS Practice Standards core-13.1. The clause behind it is cited below, and the requirement page carries the evidence an assessor asks for.
What the clause behind this answer says
core-13.1 Complaints: proportionate, fair system complying with the complaints rules
The provider keeps a complaints management and resolution system proportionate to its supports and size that follows procedural fairness and natural justice and meets the NDIS (Complaints Management and Resolution) Rules 2018.
Source: NDIS Practice Standards on the compliance desk. Our statement of the clause, not the instrument verbatim.
core-13.2 Complaints: participants told how to complain, including externally, without fear
Each participant is told how to give feedback or complain, including to bodies outside the provider such as the NDIS Commission, and about their right to an advocate; anyone who gives feedback or complains is supported and not disadvantaged.
Source: NDIS Practice Standards on the compliance desk. Our statement of the clause, not the instrument verbatim.
core-13.4 Complaints: workers aware, trained and compliant
All workers know about, are trained in and follow the required complaints handling procedures. Where an incident is also the subject of a complaint, the obligations in ss 73W and 73X of the NDIS Act and the complaints rules apply.
Source: NDIS Practice Standards on the compliance desk. Our statement of the clause, not the instrument verbatim.
What evidence answers it
- Complaints management and resolution policy and procedure
- Complaints register with dates received, acknowledged, actions and outcomes
- Sample complaint files showing both sides heard and reasons given
What assessors commonly find
- No timeframes for acknowledgement and resolution
- Complaints about staff investigated by the person complained about
The reviewer opens with
Show me complaints management and resolution policy and procedure, and tell me who owns it and when it was last reviewed.
Read your own text against these clauses
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Where to go next
- core-13.1 Complaints: proportionate, fair system complying with the complaints rules
- core-13.2 Complaints: participants told how to complain, including externally, without fear
- core-13.4 Complaints: workers aware, trained and compliant
- NDIS Practice Standards, every requirement
- Every question asked on this site
- The requirement data as JSON, free