What evidence does an auditor or the regulator ask for under Complaints Rules s 8(4)(b)?

Access controls on the complaints register; Procedure on when complaint information may be shared and with whom; Record of disclosures made and the reason

Rules / NDIS Complaints Management and Resolution Rules

ComplaintsNDIS Complaints Management and Resolution Rulesndis-complaints-rules--s8-4b-keep-complaint-information-confidential

Requirement

Keep complaint information confidential

NDIS Complaints Management and Resolution Rules s 8(4)(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.

Clause

Complaints Rules s 8(4)(b)

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 8(4)(b)Keep complaint information confidentialsource

Requirement, our statement of the clause

The system must require reasonable steps to keep information provided in a complaint confidential, disclosing it only where the law requires or the disclosure is otherwise appropriate in the circumstances.

Evidence that typically shows this

Access controls on the complaints register
Procedure on when complaint information may be shared and with whom
Record of disclosures made and the reason

Common gap to check

Complaint details discussed in team meetings with identifying information
Complaint files stored in shared drives open to all staff

Worksheet: what your practice holds, and where

Ref	Held (yes, partly, no, not applicable)	Where it is kept	Owner	Last reviewed	Next review
s 8(4)(b)

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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(4)(a)No adverse treatment for complaining
s 8(5)Involve complainants and keep them informed
s 8(3)(c), (d)Tell people they can go to the NDIS Commission and help them do so
s 8(6)Inform and involve the affected person with disability
s 8(3)(a), (b)Handle complaints fairly, efficiently and promptly and act on the issues
s 8(7)Publish how to complain to the provider and to the Commissioner
s 8(1), (2)Anyone can complain, easily, with support
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 practice See the specimen practice