Involve complainants and keep them informed
NDIS Complaints Management and Resolution Rules s 8(5), 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(5)
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 provide that complainants are appropriately involved in resolving the complaint and kept informed of its progress, including actions taken, the reasons for decisions and the options for having decisions reviewed.
- Progress update records in each complaint file
- Outcome letter giving reasons and internal and external review options
- Notes of meetings with the complainant
- Outcome communicated without reasons
- Review options not offered
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| s 8(5) |
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)(b)Keep complaint information confidential
- s 8(6)Inform and involve the affected person with disability
- s 8(4)(a)No adverse treatment for complaining
- s 8(7)Publish how to complain to the provider and to the Commissioner
- s 8(3)(c), (d)Tell people they can go to the NDIS Commission and help them do so
- s 8(8)Periodic review of the complaints system
- s 8(3)(a), (b)Handle complaints fairly, efficiently and promptly and act on the issues
- s 9Procedural fairness in dealing with complaints
- 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