NDIS Commission Complaint Response support

• Purpose:

  • Help providers respond professionally and effectively to complaints raised with or by the NDIS Commission

  • Ensure compliance with the NDIS (Complaints Management and Resolution) Rules

• When Support is Needed:

  • A formal complaint is lodged with the NDIS Commission involving your service

  • The Commission requests information or a formal response

  • Complaints involve allegations of abuse, neglect, rights breaches, or service quality concerns

  • You are unsure how to respond in line with compliance requirements

• Support Services May Include:

  • Complaint Review & Analysis

  • Assess the details of the complaint

  • Identify any potential breaches of NDIS Practice Standards

  • Response Drafting

  • Prepare a professional, compliant response to the NDIS Commission

  • Ensure clear, respectful communication that addresses the concerns

  • Corrective Action Advice

  • Recommend practical steps to resolve the issue

  • Assist in developing and documenting corrective actions

  • Evidence Compilation

  • Help gather necessary supporting documents (e.g. incident reports, policies, communication logs)

  • Internal Complaint Process Review

  • Review your complaints handling system

  • Ensure it meets NDIS Commission standards and is implemented effectively

  • Staff Guidance & Training

  • Provide training on managing complaints professionally

  • Promote a positive complaints culture focused on improvement

• Best Practice Tips:

  • Acknowledge complaints promptly and respectfully

  • Be transparent and cooperative with the NDIS Commission

  • Document all actions taken in response

  • Use complaints as an opportunity for service improvement

  • Avoid defensive or dismissive language in responses

• Outcome:

  • Demonstrates your commitment to participant rights and continuous improvement

  • Reduces risk of enforcement actions or sanctions

  • Builds credibility and trust with participants, auditors, and regulators