NDIS Practice Standards
Core module: governance and operational management
core-13.2 Complaints: participants told how to complain, including externally, without fear
Clause and reference core-13.2, our reference for this requirement in the NDIS Practice Standards and Quality Indicators
The requirement
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.
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
- Easy Read complaints information with NDIS Commission contact details
- Handbook or service agreement section on feedback and complaints
- Records of advocacy offered during complaints
What assessors commonly find
- External complaint avenues missing from participant information
- Participants report fearing loss of service if they complain
What evidence do I need?
For core-13.2 Complaints: participants told how to complain, including externally, without fear, the evidence to bring is: Easy Read complaints information with NDIS Commission contact details. It sits under Core module: governance and operational management and our reference for it is core-13.2. Keep every record dated, signed and current, and name who owns it.
Answer the reviewer first
Show me easy Read complaints information with NDIS Commission contact details, 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