Roles and responsibilities for complaints
NDIS Complaints Management and Resolution Rules s 11(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 11(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 system must set out the roles and responsibilities of everyone the provider employs or engages in receiving, managing and resolving complaints.
- Complaints responsibility matrix or position description extracts
- Delegations for escalation of serious complaints
- Named complaints officer contact
- Frontline staff unsure whether they may receive complaints
- No escalation path for complaints about management
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| s 11(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 10(4)Use complaint data to address systemic issues
- s 11(2)Workers must comply with the complaints system
- s 10(2), (3)Keep complaint records for 7 years
- s 11(3)Train workers in the complaints system
- s 10(1)Document the system, give accessible copies and help people understand it
- s 12Refer complaints to other bodies where the law requires
- s 9Procedural fairness in dealing with complaints
- s 8(8)Periodic review of 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