NDIS Practice Standards
Module 5: Specialist disability accommodation
m5-7.6 SDA tenancy management: complaints system meeting the Complaints Rules
Clause and reference m5-7.6, our reference for this requirement in the NDIS Practice Standards and Quality Indicators
The requirement
The provider maintains a complaints management and resolution system that meets the NDIS (Complaints Management and Resolution) Rules 2018 and follows procedural fairness and natural justice.
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 policy covering tenancy and dwelling complaints
- Complaints register for SDA tenants with acknowledgement, outcome and timeframes
- Records showing the tenant was told of the right to complain to the NDIS Commission
What assessors commonly find
- Tenancy complaints handled informally and not registered
- Complainant not given reasons for the outcome
What evidence do I need?
For m5-7.6 SDA tenancy management: complaints system meeting the Complaints Rules, the evidence to bring is: Complaints policy covering tenancy and dwelling complaints. It sits under Module 5: Specialist disability accommodation and our reference for it is m5-7.6. Keep every record dated, signed and current, and name who owns it.
Answer the reviewer first
Show me complaints policy covering tenancy and dwelling complaints, 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