The National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 require registered NDIS providers to have an effective system for management and resolution of complaints about the supports or services they provide.
The system in place must be appropriate to the size of your organisation and the complexity of the services and supports you deliver.
Your complaints management system and process must make it easy for people to make a complaint (anonymously if they choose) and ensure that you deal with all complaints quickly and fairly. All providers need to keep records of any complaints they receive.
It is an expectation that providers support people with disability to understand how to make a complaint directly to the provider or to the NDIS Commission.
Watch the Complaints Management Webinar for more information about your responsibilities.