Keep complaint records for 7 years
NDIS Complaints Management and Resolution Rules s 10(2), (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 s 10(2), (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
The system must keep appropriate records of complaints received, including, where appropriate, information about the complaint, action taken to resolve it and the outcome, and each record must be kept for 7 years from the day it is made (longer if another law requires).
- Complaints register with issue, actions and outcome fields completed
- Retention schedule showing 7 years for complaint records
- Retrieval of an older closed complaint file
- Verbal complaints resolved on the spot but never recorded
- Outcome field left blank
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| s 10(2), (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 10(1)Document the system, give accessible copies and help people understand it
- s 10(4)Use complaint data to address systemic issues
- s 9Procedural fairness in dealing with complaints
- s 11(1)Roles and responsibilities for complaints
- s 8(8)Periodic review of the complaints system
- s 11(2)Workers must comply with the complaints system
- s 8(7)Publish how to complain to the provider and to the Commissioner
- s 11(3)Train workers in 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
- 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