Refer complaints to other bodies where the law requires
NDIS Complaints Management and Resolution Rules s 12, 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 12
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 require a complaint to be referred or notified to any other body as required by relevant Commonwealth, State or Territory law, for example child protection, police, a health complaints entity or the Commission as a reportable incident.
- Referral matrix listing bodies and triggers by jurisdiction
- Complaint files showing referrals made and dates
- Cross-check of complaints raising reportable incidents to Commission notifications
- Complaint disclosing abuse handled internally without referral
- Referral obligations differ across states and are not listed
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| s 12 |
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 11(3)Train workers in the complaints system
- s 11(2)Workers must comply with the complaints system
- s 11(1)Roles and responsibilities for complaints
- s 10(4)Use complaint data to address systemic issues
- s 10(2), (3)Keep complaint records for 7 years
- s 10(1)Document the system, give accessible copies and help people understand it
- 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
- 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