NDIS Provider Registration Rules
Registered provider duties in the NDIS Act (ss 73K to 73ZNA)
s73W Implement and maintain a complaints management and resolution system
Clause and reference s 73W of the NDIS (Provider Registration and Practice Standards) Rules 2018 · our reference s73W
The requirement
A registered provider implements and maintains a complaints management and resolution system that is appropriate to its size and the classes of supports it provides, acknowledges the role of advocates, including independent advocates, and other representatives, cooperates with and facilitates their involvement for people who want independent support in the process, 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 Provider Registration Rules on the compliance desk.
The evidence to bring
- Complaints policy and procedure recognising advocates and representatives
- Complaints register with outcomes
- Records of advocate involvement facilitated at the complainant's request
What assessors commonly find
- Advocates refused access to complaint meetings
- Complaints system not scaled to multi-site operations
What evidence do I need?
For s73W Implement and maintain a complaints management and resolution system, the evidence to bring is: Complaints policy and procedure recognising advocates and representatives. It sits under Registered provider duties in the NDIS Act (ss 73K to 73ZNA) and the instrument's own clause is s 73W. Keep every record dated, signed and current, and name who owns it.
Answer the reviewer first
Show me complaints policy and procedure recognising advocates and representatives, 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