What evidence does an auditor or the regulator ask for under Complaints Rules s 7?

Complaints management and resolution policy and procedure with approval date; Complaints register in active use across all services; Procedure clause recognising advocates and representatives acting for participants

Rules / NDIS Complaints Management and Resolution Rules

ComplaintsNDIS Complaints Management and Resolution Rulesndis-complaints-rules--s7-implement-and-maintain-a-complaints-management-and

Requirement

Implement and maintain a complaints management and resolution system that meets the Rules

NDIS Complaints Management and Resolution Rules s 7, 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 7

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 7Implement and maintain a complaints management and resolution system that meets the Rulessource

Requirement, our statement of the clause

Every registered NDIS provider must implement and keep in operation a complaints management and resolution system that meets all the requirements of Part 2, is appropriate to its size and classes of supports, and provides for advocates and other representatives of persons with disability (Act paragraphs 73W(a), (aa) and (ab)).

Evidence that typically shows this

Complaints management and resolution policy and procedure with approval date
Complaints register in active use across all services
Procedure clause recognising advocates and representatives acting for participants

Common gap to check

Policy adopted but no complaints register kept
Advocates refused information because they are not the participant

Worksheet: what your practice holds, and where

Ref	Held (yes, partly, no, not applicable)	Where it is kept	Owner	Last reviewed	Next review
s 7

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

Part 3Act on what the Commissioner requires in dealing with a complaint
s 8(1), (2)Anyone can complain, easily, with support
s 8(3)(a), (b)Handle complaints fairly, efficiently and promptly and act on the issues
s 8(3)(c), (d)Tell people they can go to the NDIS Commission and help them do so
s 8(4)(a)No adverse treatment for complaining
s 8(4)(b)Keep complaint information confidential
s 8(5)Involve complainants and keep them informed
s 8(6)Inform and involve the affected person with disability
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 practice See the specimen practice