NDIS participants have a legal right to complain. NDIS providers have a legal obligation to manage complaints. Complaints must be taken seriously by NDIS providers to ensure participants are heard and systems are improved to increase the quality of supports and services.
The NDIS rules requires all providers to have a policy to record, assess, manage and resolve complaints. We have published a template policy to help comply with the rules. But 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.
In this 30-minute, on-demand, “lunch and learn” talk, our lawyer and speech pathologist, David Kinnane outlines the key rules, explains why complaint management is so important for workers and providers, outlines the key elements of the complaints management policy, and explains the nuts and bolts of how to manage complaints to comply with the policy and the rules.
This training session makes an excellent companion to our template. It can also be used a standalone training session to outline the key rules about complaints management and resolution.
If you have any questions about the training, please get in touch!