Complaints Management Policy

An editable NDIS complaints management policy that sets out how your organisation receives, handles and resolves complaints from participants, families, advocates and members of the public. Management adopts it and every employee, contractor and volunteer follows it.

What is inside:

• Principles, including acknowledgement within 2 business days and resolution within 10 business days where possible
• Definitions of feedback, complaint, dispute, open disclosure, advocate and Complaints Officer
• Who can complain and the access points, including anonymous complaints and support for participants with communication needs
• Five complaint resolution levels, from informal resolution to external escalation, with responsibilities and timeframes
• External escalation contacts for the NDIS Commission, Commonwealth Ombudsman and Australian Human Rights Commission
• Open disclosure steps where a complaint involves harm or a significant service failure
• Record keeping for at least 7 years, quarterly trend review and role responsibilities
• Records and evidence list and legislation table

• Reviewed against the current NDIS Rules, Practice Standards and Commission guidance
• Editable DOCX with a placeholder legend, so you enter your details once
• Instant download

These templates are general information, not legal advice. No template can guarantee registration or audit outcomes.