Procedural fairness in dealing with complaints
NDIS Complaints Management and Resolution Rules s 9, 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 9
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 procedural fairness for the people involved when the provider deals with a complaint, having regard to any guidelines the Commissioner makes by notifiable instrument.
- Procedure giving the subject of a complaint the allegation and a chance to respond
- Complaint file showing the response considered before findings
- Decision maker independent of the matter complained about
- Decisions made on one side's account only
- Person complained about decided the complaint
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| s 9 |
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(8)Periodic review of the complaints system
- s 10(1)Document the system, give accessible copies and help people understand it
- s 8(7)Publish how to complain to the provider and to the Commissioner
- s 10(2), (3)Keep complaint records for 7 years
- s 8(6)Inform and involve the affected person with disability
- s 10(4)Use complaint data to address systemic issues
- s 8(5)Involve complainants and keep them informed
- s 11(1)Roles and responsibilities for 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