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Complaints and Feedback Management Policy

Version 1.0 - Revised April 2026

Related NDIS Practice Standard Indicators

NDIS-CORE-2.5 - Feedback and Complaints Management

1. Purpose

This policy establishes how [Organisation Name] receives, manages, and resolves complaints and feedback from participants, their families, and advocates. It ensures compliance with NDIS Practice Standard 2.5 (Feedback and Complaints Management).

2. Scope

This policy applies to all workers, contractors, and volunteers of [Organisation Name].

3. Definitions

  • Complaint: An expression of dissatisfaction about the organisation's services, supports, or workers
  • Feedback: Comments, suggestions, or compliments about the organisation
  • Complainant: The person making the complaint

4. Policy Statement

[Organisation Name] welcomes and encourages feedback and complaints as an opportunity to improve our services. We ensure that:

  • Everyone can make a complaint or provide feedback without fear of retribution
  • Complaints are acknowledged within 2 business days
  • Complaints are resolved within 21 business days, or the complainant is updated on progress
  • Complainants are not disadvantaged for making a complaint
  • Support is available to help people make a complaint

5. How to Make a Complaint or Provide Feedback

Complaints and feedback can be made:

  • In person to any worker
  • By phone: [Phone number]
  • By email: [Email address]
  • In writing: [Postal address]
  • Through our website: [URL]
  • Through an advocate or support person

6. Complaint Handling Process

Step 1: Receive

  • All complaints are recorded in the complaints register
  • The complainant receives a written acknowledgment within 2 business days

Step 2: Assess

  • The complaint is assessed for severity and urgency
  • Serious complaints (abuse, neglect, harm) are escalated immediately to management and reported as an incident
  • The appropriate person is assigned to investigate

Step 3: Investigate

  • The investigator gathers information from all relevant parties
  • The complainant is kept informed of progress
  • The investigation is fair, impartial, and timely

Step 4: Resolve

  • The complainant receives a written response with findings and actions taken
  • If the complainant is not satisfied, they can escalate to the NDIS Commission (1800 035 544)

Step 5: Review

  • Each complaint is reviewed for systemic issues
  • Improvements are implemented and monitored

7. Escalation

If a complainant is not satisfied with the resolution, they can:

  1. Request a review by [Senior Manager / Director]
  2. Contact the NDIS Commission: 1800 035 544 or complaints@ndiscommission.gov.au
  3. Contact the Health Complaints Commissioner in their state/territory

8. Record Keeping

  • All complaints are recorded in the complaints register
  • Records include: date received, complainant details, complaint details, actions taken, resolution, and outcome
  • Records are kept for 7 years from the date of resolution

9. Related Policies

  • Incident Management Policy
  • Privacy and Dignity Policy
  • Risk Management Policy

10. Review

This policy will be reviewed at least annually or following a significant complaint or change to NDIS requirements.

| Version | Date | Author | Changes | |---------|------|--------|---------| | 1.0 | [Date] | [Author] | Initial release |

This template is provided by GuardRail as general guidance only. Organisations should customise this policy to their specific circumstances and have it reviewed by a legal professional before adoption.