What evidence does an auditor or the regulator ask for under NDIS Practice Standards Module 6 4.1?

Complaints policy and procedure referring to the Complaints Management and Resolution Rules; Complaints register with dates, actions and outcomes; Participant information explaining how to complain, including to the NDIS Commission

Rules / NDIS Practice Standards and Quality Indicators

Practice StandardsNDIS Practice Standards and Quality Indicatorsndis-practice-standards--module-6-complaints-management

Requirement

Module 6: Complaints management

The Module 6 (verification) outcome complaints management: every quality indicator the NDIS Practice Standards set for it (Module 6 4.1), what an auditor asks to see under each, the common gaps, and a free worksheet to fill in.

Clause

NDIS Practice Standards Module 6 4.1

Regulator

NDIS Quality and Safeguards Commission

Edition held

Rules Schedules 1 to 8, Compilation No. 6 (F2026C00527) and Quality Indicators Guidelines Compilation No. 3 (F2026C00528), in force 1 July 2026

Checked current

6 October 2026, Federal Register: both compilations are the latest version on 6 October 2026

Who it applies to

Registered NDIS providers for the supports assessed by verification, such as therapeutic supports by occupational therapists, physiotherapists, psychologists and speech pathologists. A practice also registered for a certification-assessed support keeps these obligations for its therapeutic supports: one certification audit assesses them (certification satisfies a verification requirement, Rules s 23), and the Core outcome named on this page covers the same ground.

Every clause in the standards library

NDIS Practice Standards and Quality Indicators on the standards library

Under review, not in force

The NDIS Commission's review of the Practice Standards (a proposed quality framework and changes to the standards and how they are assessed) is still being considered; nothing from it is in force.

When the practice is also audited by certification

The obligations on this page stay for the practice's therapeutic supports. One certification audit assesses them (certification satisfies a verification requirement, Rules s 23), and Core module: Complaints covers the same ground, so one set of evidence can serve both. Core module: Complaints.

Module 6 4.1Complaints management (verification): proportionate, fair complaints systemsource

Requirement, our statement of the clause

The provider maintains a complaints management and resolution system that is proportionate to its supports and size, follows procedural fairness and natural justice, and meets the NDIS (Complaints Management and Resolution) Rules 2018.

Evidence that typically shows this

Complaints policy and procedure referring to the Complaints Management and Resolution Rules
Complaints register with dates, actions and outcomes
Participant information explaining how to complain, including to the NDIS Commission

The NDIS Commission's verification documentation list names how the provider manages complaints, or the complaints process (its list).

Common gap to check

No complaints register kept because no complaints were received
Participants not told they can complain to the NDIS Commission

Worksheet: what your practice holds, and where

Ref	Held (yes, partly, no, not applicable)	Where it is kept	Owner	Last reviewed	Next review
Module 6 4.1

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 Practice Standards and Quality Indicators

Module 6 3.1 to Module 6 3.5Module 6: Risk management
Module 6 5.1Module 6: Incident management
Module 6 6.1 to Module 6 6.5Module 6: Human resource management
Every page of this instrument

The same topic in other instruments (complaints)

NDIS Act s 73WImplement and maintain a complaints management and resolution system
Complaints Rules Part 3Act on what the Commissioner requires in dealing with a complaint
Complaints Rules s 7Implement and maintain a complaints management and resolution system that meets the Rules
Complaints Rules s 8(1), (2)Anyone can complain, easily, with support
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