1. Purpose
This policy describes how [Organisation Name] manages and continuously improves the quality of supports delivered to participants. It supports NDIS Practice Standard 2.3.
2. Scope
Applies to all workers, services, and the governance of the organisation.
3. Quality Framework
- Quality objectives are documented, measurable, and reviewed at least annually
- Quality data is collected on participant outcomes, incidents, complaints, feedback, and audit findings
- The leadership team reviews quality data quarterly and acts on trends
4. Practices
4.1 Outcomes Measurement
- Participant progress against support-plan goals is reviewed at least every 12 months
- Participant satisfaction is measured via surveys, feedback forms, or supported conversations
- Worker satisfaction and engagement are measured at least annually
4.2 Internal Audit
- Internal audits are scheduled across all critical processes annually
- Findings are documented; corrective and preventive actions are tracked to closure
- The board or governing body reviews audit results
4.3 Continuous Improvement
- Improvement opportunities are captured from incidents, complaints, audits, and worker suggestions
- Improvement actions are prioritised, assigned, resourced, and tracked
- Effectiveness is verified before the action is closed
4.4 External Audit and Certification
- The organisation participates in NDIS quality audits as scheduled
- Audit pre-readiness reviews are completed at least six months before each external audit
- Non-conformities are addressed within agreed timeframes
5. Records
Audit reports, improvement plans, and outcome measurements are retained for 7 years.
6. Related Policies
- Governance and Operational Management Policy
- Incident Management Policy
- Complaints and Feedback Policy
- Risk Management Policy
7. Review
Reviewed annually or when Practice Standards change.
This template is provided by GuardRail as general guidance only. Organisations should customise it and have it reviewed by a legal professional before adoption.