Handle complaints fairly, efficiently and promptly and act on the issues
NDIS Complaints Management and Resolution Rules s 8(3)(a), (b), 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 8(3)(a), (b)
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 complaints to be acknowledged, assessed and resolved fairly, efficiently and in a timely way, and require appropriate action to be taken on the issues complaints raise.
- Complaints register with received, acknowledged, assessed and closed dates
- Service standard for acknowledgement and resolution times with performance against it
- Action records tied to the issues raised
- Complaints closed without addressing the underlying issue
- No acknowledgement sent
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| s 8(3)(a), (b) |
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 8(1), (2)Anyone can complain, easily, with support
- s 8(3)(c), (d)Tell people they can go to the NDIS Commission and help them do so
- s 7Implement and maintain a complaints management and resolution system that meets the Rules
- s 8(4)(a)No adverse treatment for complaining
- Part 3Act on what the Commissioner requires in dealing with a complaint
- 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 practiceSee the specimen practice