NDIS Complaints Rules
The complaints management and resolution system every registered NDIS provider keeps.
- held as
- NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026
- clauses cited here
- 13 of the 19 held
- registration
- NDIS; shown only when you tick it
- every clause we hold
- NDIS Complaints Rules, clause by clause
The kinds of change that touch it
- Policy or procedure update: 3 rows
- Complaint received: 10 rows
What it asks, clause by clause
13 clausesThe system must make readily available and accessible to the public how a complaint about the provider can be made to the provider and how it can be made to the Commissioner.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Website page giving both provider and NDIS Commission complaint routes; Posters or brochures at service locations; Accessible versions of the published information
where it usually falls short Website lists only the provider's own email; Information not available in accessible formats
The system must include requirements for training everyone the provider employs or engages in using and complying with the complaints management and resolution system.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Complaints handling training module and attendance records; Refresher schedule and completion rates; Training content on recognising informal complaints
where it usually falls short Only managers trained; No refresher after procedure changes
The system must require complaints to be acknowledged, assessed and resolved fairly, efficiently and in a timely way, and require appropriate action to be taken on the issues complaints raise.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Complaints register with received, acknowledged, assessed and closed dates; Service standard for acknowledgement and resolution times with performance against it; Action records tied to the issues raised
where it usually falls short Complaints closed without addressing the underlying issue; No acknowledgement sent
The system must require reasonable steps to tell every complainant, and each person with disability affected by an issue in a complaint, how the complaint or issue can be raised with the Commissioner, and appropriate support to contact the Commissioner.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Acknowledgement and outcome letters naming the NDIS Commission contact route; Participant information pack with Commission complaint details; Record of assistance given to contact the Commission
where it usually falls short Commission contact details missing from complaint correspondence; Participants discouraged from going to the Commission
The system must provide that complainants are appropriately involved in resolving the complaint and kept informed of its progress, including actions taken, the reasons for decisions and the options for having decisions reviewed.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Progress update records in each complaint file; Outcome letter giving reasons and internal and external review options; Notes of meetings with the complainant
where it usually falls short Outcome communicated without reasons; Review options not offered
The system must require procedural fairness for the people involved when the provider deals with a complaint, having regard to any guidelines the Commissioner makes by notifiable instrument.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Procedure giving the subject of a complaint the allegation and a chance to respond; Complaint file showing the response considered before findings; Decision maker independent of the matter complained about
where it usually falls short Decisions made on one side's account only; Person complained about decided the complaint
The system must keep appropriate records of complaints received, including, where appropriate, information about the complaint, action taken to resolve it and the outcome, and each record must be kept for 7 years from the day it is made (longer if another law requires).
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Complaints register with issue, actions and outcome fields completed; Retention schedule showing 7 years for complaint records; Retrieval of an older closed complaint file
where it usually falls short Verbal complaints resolved on the spot but never recorded; Outcome field left blank
The system must require a complaint to be referred or notified to any other body as required by relevant Commonwealth, State or Territory law, for example child protection, police, a health complaints entity or the Commission as a reportable incident.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Referral matrix listing bodies and triggers by jurisdiction; Complaint files showing referrals made and dates; Cross-check of complaints raising reportable incidents to Commission notifications
where it usually falls short Complaint disclosing abuse handled internally without referral; Referral obligations differ across states and are not listed
The system must provide for periodic review of the complaints management and resolution system to make sure it is effective.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Dated review of the complaints system with findings and changes; Governance minutes tabling the review; Participant or worker feedback gathered on the complaints process
where it usually falls short No review since adoption; Review not informed by complaint data
The system must require reasonable steps so that a person who complains, or a person with disability affected by the issue, is not adversely affected because the complaint was made.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Policy statement prohibiting retaliation, with the consequence for staff; Follow-up contact with the complainant checking for adverse changes in service; Review of service changes made after a complaint
where it usually falls short Services reduced or ended soon after a complaint without documented reasons; Staff named in a complaint kept rostered to the complainant without safeguards
The system must require reasonable steps to keep information provided in a complaint confidential, disclosing it only where the law requires or the disclosure is otherwise appropriate in the circumstances.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Access controls on the complaints register; Procedure on when complaint information may be shared and with whom; Record of disclosures made and the reason
where it usually falls short Complaint details discussed in team meetings with identifying information; Complaint files stored in shared drives open to all staff
Where someone else complains, the system must keep a person with disability affected by the issue appropriately informed of progress, actions, reasons and review options, and appropriately involved in the resolution.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Complaint file showing contact with the affected participant, not only the family member who complained; Accessible format communications to the participant; Record of the participant's views on the proposed resolution
where it usually falls short Complaint resolved with family only, participant never consulted; Information given only in written English to a participant who needs another mode
The system must collect statistical and other information about complaints so the provider can review the issues raised, identify and address systemic issues, and report complaint information to the Commissioner when asked.
Held text: NDIS (Complaints Management and Resolution) Rules, Comp. No. 1 (F2026C00165), 28 Jan 2026.
what an auditor asks to see Periodic complaint trend report by theme and service; Management minutes recording systemic actions taken from complaint trends; Copies of complaint data supplied to the Commission on request
where it usually falls short Same issue raised repeatedly with no systemic fix; Complaints data never reported to governance
Check one changeSee the specimen registerThe one-page sample register