This resource includes a:
- Complaints Management and Resolution System Policy Document; and
- Complaint and Feedback Form,
designed to help meet the requirements of the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018. Having such a policy is a condition of registration – and something NDIS providers can expect to be asked for as part of verification or certification.
The 10-page template policy is designed to form part of your compliance system to support NDIS participants and other people to make complaints about supports and services. We’ve used a plain English, accessible writing style, and included a 5-page complaints form, too, which you can use or adapt for your needs. Both documents are made available in a PDF and Word version.
The NDIS Rules also require that NDIS providers train their staff to manage and resolve complaints in a thorough and fair way, in accordance with the rules. To access our 30-minute, on-demand, “lunch and learn” talk, click here.