NDIS Practice Standards
Core module: governance and operational management
core-13.1 Complaints: proportionate, fair system complying with the complaints rules
Clause and reference core-13.1, our reference for this requirement in the NDIS Practice Standards and Quality Indicators
The requirement
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.
Our wording of the requirement: our statement of what the clause asks, not the instrument verbatim. Source: NDIS Practice Standards on the compliance desk.
The evidence to bring
- 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
What evidence do I need?
For core-13.1 Complaints: proportionate, fair system complying with the complaints rules, the evidence to bring is: Complaints management and resolution policy and procedure. It sits under Core module: governance and operational management and our reference for it is core-13.1. Keep every record dated, signed and current, and name who owns it.
Answer the reviewer first
Show me complaints management and resolution policy and procedure, and tell me who owns it and when it was last reviewed.
That is the question a quality assessor opens with for this requirement. Have the record on the desk and the date it was last reviewed to hand.
Read your own evidence against this clause
Paste your policy or evidence pack and the reading marks, line by line, whether a phrase from this requirement appears and quotes your own words when it does. It is a reading of your text, not a compliance result; a quality assessor decides whether a requirement is met. Read your pack, free See the paid reading