{"product_id":"complaints-handling-procedure","title":"Complaints Handling Procedure","description":"\u003cp\u003e\u003cstrong\u003eYour internal complaints procedure — aligned with the NDIS Complaints Management Rules 2018, with 5 input channels and escalation to NDIS Commission\/advocacy\/mediation\/OAIC.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThe internal procedure for handling complaints — different from the participant-facing Complaint Form. Walks through the 5-step process: Receive → Assess → Investigate → Resolve → Learn.\u003c\/p\u003e\n\u003cp\u003ePairs with the Participant Complaint Form and the Continuous Improvement Register. Includes the parallel reportable-incident trigger, three-layer escalation pathway (internal Director review → NDIS Commission → external mediation\/legal), and explicit confidentiality and non-retaliation clauses.\u003c\/p\u003e\n\u003cp\u003eAligned with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.\u003c\/p\u003e\n\u003ch3\u003eWhat's included\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003e9-page complaints procedure (editable .docx)\u003c\/li\u003e\n  \u003cli\u003e5-step process (Receive → Assess → Investigate → Resolve → Learn)\u003c\/li\u003e\n  \u003cli\u003eReportable incident parallel trigger\u003c\/li\u003e\n  \u003cli\u003eEscalation pathway with 6 external avenues named\u003c\/li\u003e\n  \u003cli\u003eConfidentiality and non-retaliation clauses\u003c\/li\u003e\n  \u003cli\u003eRoles and responsibilities table\u003c\/li\u003e\n  \u003cli\u003eContinuous improvement quarterly review prompt\u003c\/li\u003e\n  \u003cli\u003ePractice Standards reference (Complaints Management)\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eFAQs\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003eQ. Different from a complaint form?\u003c\/strong\u003e\u003cbr\u003eA. Yes. The PROCEDURE is internal — how you handle complaints. The FORM is what a participant fills in to make one (KS-06).\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eQ. Editable?\u003c\/strong\u003e\u003cbr\u003eA. Yes, Word .docx.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eQ. Affiliated with NDIS Commission?\u003c\/strong\u003e\u003cbr\u003eA. No. Independent.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eQ. Refund policy?\u003c\/strong\u003e\u003cbr\u003eA. Non-refundable once accessed.\u003c\/p\u003e\n\u003cp\u003e\u003cem\u003eFormat: Single .docx (9 pages, 13 sections)\u003c\/em\u003e\u003c\/p\u003e\n\u003chr\u003e\n\u003cp\u003e\u003cem\u003eTemplate by Northform Health. Not legal, regulatory or clinical advice. Not affiliated with the NDIS Quality and Safeguards Commission. Single-user licence. Digital downloads are non-refundable once accessed.\u003c\/em\u003e\u003c\/p\u003e","brand":"Northform Health","offers":[{"title":"Default Title","offer_id":52160375488823,"sku":"KS-05","price":47.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0991\/3427\/5895\/files\/KS-05_Complaints_Handling_Procedure_b795d4d2-db40-488b-af5a-412416c8f8f6.png?v=1779607986","url":"https:\/\/www.northformhealth.com.au\/products\/complaints-handling-procedure","provider":"Northform Health","version":"1.0","type":"link"}