Document the system, give accessible copies and help people understand it
NDIS Complaints Management and Resolution Rules s 10(1), 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 s 10(1)
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
The provider must document the complaints system and give copies of it, with the public information required by subsection 8(7), in accessible form to the persons with disability it supports and their families, carers and advocates, and to everyone it employs or engages, and help them understand how it works; the documentation is about the system, not individual complaints.
- Easy Read or accessible complaints guide
- Service agreement or welcome pack records showing the guide was provided and explained
- Worker induction acknowledgement of the complaints procedure
- Participants told about complaints only on request
- Families and advocates not given the procedure
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| s 10(1) |
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 9Procedural fairness in dealing with complaints
- s 10(2), (3)Keep complaint records for 7 years
- s 8(8)Periodic review of the complaints system
- s 10(4)Use complaint data to address systemic issues
- s 8(7)Publish how to complain to the provider and to the Commissioner
- s 11(1)Roles and responsibilities for complaints
- s 8(6)Inform and involve the affected person with disability
- s 11(2)Workers must comply with the complaints system
- 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
- Provider Registration Rules 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