NDIS Practice Standards
Core module: governance and operational management
core-13.4 Complaints: workers aware, trained and compliant
Clause and reference core-13.4, our reference for this requirement in the NDIS Practice Standards and Quality Indicators
The requirement
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.
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
- Training records on complaints handling for all workers
- Induction checklist covering how to receive and escalate a complaint
- Worker interview or quiz results on complaints procedure
What assessors commonly find
- Front-line workers do not record verbal complaints
- New casual workers not trained before their first shift
What evidence do I need?
For core-13.4 Complaints: workers aware, trained and compliant, the evidence to bring is: Training records on complaints handling for all workers. It sits under Core module: governance and operational management and our reference for it is core-13.4. Keep every record dated, signed and current, and name who owns it.
Answer the reviewer first
Show me training records on complaints handling for all workers, 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