The Complaints policy describes the actions the NDIS Commission takes when handling complaints about the quality and safety of NDIS funded supports and services.
We welcome complaints from anyone, including:
- the person with disability
- an advocate
- friends
- family members
- carers
- workers
- providers
- a member of the community.
How we manage complaints
We will acknowledge and assess complaints promptly. We will keep people informed on the progress of their complaints.
If we can’t help with a complaint, we’ll explain this at the earliest opportunity, then:
- refer the person to the appropriate agency, or
- provide guidance about their rights and raising the compliant with their provider directly.
Where we can take action on a complaint, we’ll assess the issue and decide on an appropriate action. We prioritise complaints based on their urgency, seriousness and complexity. We use a risk-based prioritisation framework that helps us assess the level of risk and appropriate action.
Actions can include:
- requiring the provider to take certain actions
- educating the provider on their obligations
- giving the provider a warning
- gathering complaint information as intelligence to inform our actions and decisions
- escalating the complaint for further regulatory action, as described in the Compliance and Enforcement policy.