What evidence does an auditor or the regulator ask for under Complaints Rules s 11(3)?

Complaints handling training module and attendance records; Refresher schedule and completion rates; Training content on recognising informal complaints

Rules / NDIS Complaints Management and Resolution Rules

ComplaintsNDIS Complaints Management and Resolution Rulesndis-complaints-rules--s11-3-train-workers-in-the-complaints-system

Requirement

Train workers in the complaints system

NDIS Complaints Management and Resolution Rules s 11(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.

Clause

Complaints Rules s 11(3)

Regulator

NDIS Quality and Safeguards Commission

Edition held

NDIS (Complaints Management and Resolution) Rules 2018, Compilation No. 1 (F2026C00165), in force 28 January 2026

Checked current

6 October 2026, Federal Register: latest version on 6 October 2026

Who it applies to

Registered NDIS providers, every profession. Unregistered providers are not bound by these Rules.

Every clause in the standards library

NDIS Complaints Management and Resolution Rules on the standards library

s 11(3)Train workers in the complaints systemsource

Requirement, our statement of the clause

The system must include requirements for training everyone the provider employs or engages in using and complying with the complaints management and resolution system.

Evidence that typically shows this

Complaints handling training module and attendance records
Refresher schedule and completion rates
Training content on recognising informal complaints

Common gap to check

Only managers trained
No refresher after procedure changes

Worksheet: what your practice holds, and where

Ref	Held (yes, partly, no, not applicable)	Where it is kept	Owner	Last reviewed	Next review
s 11(3)

Download the worksheet (CSV)Print the worksheet (A4)

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

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 practice See the specimen practice