Use complaint data to address systemic issues
NDIS Complaints Management and Resolution Rules s 10(4), 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(4)
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 collect statistical and other information about complaints so the provider can review the issues raised, identify and address systemic issues, and report complaint information to the Commissioner when asked.
- Periodic complaint trend report by theme and service
- Management minutes recording systemic actions taken from complaint trends
- Copies of complaint data supplied to the Commission on request
- Same issue raised repeatedly with no systemic fix
- Complaints data never reported to governance
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| s 10(4) |
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(2), (3)Keep complaint records for 7 years
- s 11(1)Roles and responsibilities for complaints
- s 10(1)Document the system, give accessible copies and help people understand it
- s 11(2)Workers must comply with the complaints system
- s 9Procedural fairness in dealing with complaints
- s 11(3)Train workers in the complaints system
- s 8(8)Periodic review of the complaints system
- s 12Refer complaints to other bodies where the law requires
- 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