Complaints Handling Procedure

Your internal complaints procedure — aligned with the NDIS Complaints Management Rules 2018, with 5 input channels and escalation to NDIS Commission/advocacy/mediation/OAIC.

The internal procedure for handling complaints — different from the participant-facing Complaint Form. Walks through the 5-step process: Receive → Assess → Investigate → Resolve → Learn.

Pairs 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.

Aligned with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.

What's included

• 9-page complaints procedure (editable .docx)
• 5-step process (Receive → Assess → Investigate → Resolve → Learn)
• Reportable incident parallel trigger
• Escalation pathway with 6 external avenues named
• Confidentiality and non-retaliation clauses
• Roles and responsibilities table
• Continuous improvement quarterly review prompt
• Practice Standards reference (Complaints Management)

FAQs

Q. Different from a complaint form?
A. Yes. The PROCEDURE is internal — how you handle complaints. The FORM is what a participant fills in to make one (KS-06).

Q. Editable?
A. Yes, Word .docx.

Q. Affiliated with NDIS Commission?
A. No. Independent.

Q. Refund policy?
A. Non-refundable once accessed.

Format: Single .docx (9 pages, 13 sections)

Template 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.