Handling complaints and feedback the NDIS way

Every provider gets feedback, and sooner or later, a complaint. The NDIS Practice Standards expect you to welcome both, handle them fairly, and use them to improve. The good news: a simple, well-run complaints process is genuinely reassuring to participants — and far less stressful than handling issues ad hoc.

What the standards expect

In broad terms, participants must be able to raise a complaint easily, have it dealt with fairly and promptly, and never be disadvantaged for speaking up. They should also know they can go to the NDIS Quality and Safeguards Commission directly if they want to. Your job is to make all of that real and visible — not buried in a policy no one reads.

The building blocks

• ✓A complaints policy that explains how you handle complaints, in plain language.
• ✓An easy way to complain — verbally, in writing, or through a representative.
• ✓A complaints register so nothing falls through the cracks.
• ✓A feedback channel for the smaller stuff that isn't a formal complaint.
• ✓A clear statement that participants can contact the Commission at any time.

A simple handling process

1. Acknowledge it quickly so the person knows they've been heard.
2. Record it in your register with the date and details.
3. Look into it fairly — get both sides where relevant.
4. Resolve it and tell the person the outcome.
5. Learn from it — record any change you've made so it doesn't recur.

Make feedback normal

If the only time you hear from participants is when something's gone wrong, you're flying blind. A short, friendly feedback survey — even once or twice a year — surfaces small issues before they become complaints, and gives you positive evidence of how you're tracking. Welcoming feedback is a culture, not a form.

For the authoritative requirements and the Commission's own complaints pathway, refer to the NDIS Quality and Safeguards Commission.