NDIS Practice Standards
Core module: governance and operational management
core-13.3 Complaints: continuous improvement in complaints and feedback management
Clause and reference core-13.3, our reference for this requirement in the NDIS Practice Standards and Quality Indicators
The requirement
The provider shows continuous improvement in feedback and complaints handling by regularly reviewing its policies and procedures, asking participants how accessible the system is, and using what it learns across the organisation.
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
- Periodic complaints trend analysis reported to management or the board
- Participant survey results on the accessibility of the complaints process
- Policy review records showing changes made from complaints
What assessors commonly find
- Complaints closed one by one with no trend review
- Never asking participants whether the system works for them
What evidence do I need?
For core-13.3 Complaints: continuous improvement in complaints and feedback management, the evidence to bring is: Periodic complaints trend analysis reported to management or the board. It sits under Core module: governance and operational management and our reference for it is core-13.3. Keep every record dated, signed and current, and name who owns it.
Answer the reviewer first
Show me periodic complaints trend analysis reported to management or the board, 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