Act on what the Commissioner requires in dealing with a complaint
NDIS Complaints Management and Resolution Rules Part 3, stated plainly and cited to the edition held, with the evidence an auditor or the regulator asks for, the common gaps, and a free worksheet to fill in.
Complaints Rules Part 3
NDIS Quality and Safeguards Commission
NDIS (Complaints Management and Resolution) Rules 2018, Compilation No. 1 (F2026C00165), in force 28 January 2026
6 October 2026, Federal Register: latest version on 6 October 2026
Registered NDIS providers, every profession. Unregistered providers are not bound by these Rules.
NDIS Complaints Management and Resolution Rules on the standards library
When the Commissioner decides to require the provider to take actions on a complaint or issue, to examine and attempt to resolve it and report back, to take part in conciliation when requested, or to undertake remedial action within a set period, the provider must comply, because breaching Part 3 breaches its registration condition (Act paragraph 73F(2)(f)); the provider may seek reconsideration of a decision ending a resolution process within 42 days.
- Commission correspondence requiring action and the provider's response plan
- Report back to the Commission on the examination and resolution attempt
- Evidence that required remedial action was completed on time
- Commission requirement treated as optional advice
- Report back late or missing outcomes
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| Part 3 |
Completing this worksheet records what your practice holds and where. It does not make a practice compliant or ready for audit, and it is not legal advice.
Related requirements
NDIS Complaints Management and Resolution Rules
- s 7Implement and maintain a complaints management and resolution system that meets the Rules
- s 8(1), (2)Anyone can complain, easily, with support
- s 8(3)(a), (b)Handle complaints fairly, efficiently and promptly and act on the issues
- s 8(3)(c), (d)Tell people they can go to the NDIS Commission and help them do so
- s 8(4)(a)No adverse treatment for complaining
- s 8(4)(b)Keep complaint information confidential
- s 8(5)Involve complainants and keep them informed
- s 8(6)Inform and involve the affected person with disability
- Every page of this instrument
The same topic in other instruments (complaints)
- NDIS Practice Standards Core 13.1 to Core 13.4Core module: Complaints
- NDIS Practice Standards Module 6 4.1Module 6: Complaints management
- NDIS Act s 73WImplement and maintain a complaints management and resolution system
- Children guidance Q-4Make it safe for families to raise concerns and complain
- Ahpra shared Code of conduct 4.6Complaints
See every requirement for your practiceSee the specimen practice