NDIS Practice Standards
m6-4.1 Complaints management (verification): proportionate, fair complaints system
Clause and reference m6-4.1, 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 is proportionate to its supports and size, 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 policy and procedure referring to the Complaints Management and Resolution Rules
- Complaints register with dates, actions and outcomes
- Participant information explaining how to complain, including to the NDIS Commission
What assessors commonly find
- No complaints register kept because no complaints were received
- Participants not told they can complain to the NDIS Commission
What evidence do I need?
For m6-4.1 Complaints management (verification): proportionate, fair complaints system, the evidence to bring is: Complaints policy and procedure referring to the Complaints Management and Resolution Rules; Complaints register with dates, actions and outcomes. It sits under Module 6: Verification and our reference for it is m6-4.1. Keep every record dated, signed and current, and name who owns it.
Answer the reviewer first
Show me complaints policy and procedure referring to the Complaints Management and Resolution Rules, 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