Implement and maintain a complaints management and resolution system
NDIS Provider Registration Rules s 73W, 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.
Provider Registration Rules s 73W
NDIS Quality and Safeguards Commission
NDIS (Provider Registration and Practice Standards) Rules 2018, Compilation No. 6 (F2026C00527), in force 1 July 2026, with NDIS Act 2013 Part 3A as in Compilation No. 27 (C2026C00401)
6 October 2026, Federal Register: latest version on 6 October 2026
Registered NDIS providers, every profession. Unregistered providers are not bound by these Rules.
Civil penalties were raised and new offences added by the latest amendments; the plan management changes start on proclamation. The provisions this product cites are in force.
A registered provider implements and maintains a complaints management and resolution system that is appropriate to its size and the classes of supports it provides, acknowledges the role of advocates, including independent advocates, and other representatives, cooperates with and facilitates their involvement for people who want independent support in the process, and meets the NDIS (Complaints Management and Resolution) Rules 2018.
- Complaints policy and procedure recognising advocates and representatives
- Complaints register with outcomes
- Records of advocate involvement facilitated at the complainant's request
- Advocates refused access to complaint meetings
- Complaints system not scaled to multi-site operations
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| s 73W |
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 Provider Registration Rules
- ss 73Q and 73R and s 45BKeep prescribed records, including after registration ends
- ss 73Y and 73ZIncident management system and reportable incident notification
- s 73KApply for renewal within 6 months before registration expires
- ss 73ZBA and 73ZCProtect disclosers: keep identity confidential and prohibit victimisation
- ss 73F, 73G, 73H and 73JComply with every condition of registration
- s 73ZNA and s 73U(5A)Comply with banning orders and do not use banned people
- ss 73C and 73DApply in the Commissioner's form and give no false or misleading information
- s 73B and Rules s 7Do not provide, or hold out as able to provide, a support that requires registration unless registered
- Every page of this instrument
The same topic in other instruments (complaints, registration)
- NDIS Practice Standards Core 13.1 to Core 13.4Core module: Complaints
- NDIS Practice Standards Module 6 4.1Module 6: Complaints management
- 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
- Children guidance Q-4Make it safe for families to raise concerns and complain
- National Law s 75Non-practising registrants do not practise
- Ahpra shared Code of conduct 4.6Complaints
- Common registration standards CH-1 to CH-6Criminal history registration standard
See every requirement for your practiceSee the specimen practice