Allied Health NDIS Audit Checklist: worksheet
NDIS Practice Standards and Quality Indicators. 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 on 6 October 2026 (Federal Register: both compilations are the latest version on 6 October 2026).
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.
Standards library: https://compliance.theartofservice.com/frameworks/australia-ndis-practice-standards-and-quality-indicators. Page: https://allied-health-ndis-audit-checklist.theartofservice.com/rules/ndis-practice-standards/core-complaints/
| Ref | Requirement (our statement of the clause) | Evidence an auditor or the regulator asks for | Common gap to check | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|---|---|---|
| Core 13.1 | The provider keeps a complaints management and resolution system proportionate to its supports and size that follows procedural fairness and natural justice and meets the NDIS (Complaints Management and Resolution) Rules 2018. Source: https://www.legislation.gov.au/F2018L00631/latest/text | Complaints management and resolution policy and procedure; Complaints register with dates received, acknowledged, actions and outcomes; Sample complaint files showing both sides heard and reasons given | No timeframes for acknowledgement and resolution; Complaints about staff investigated by the person complained about | ☐ yes ☐ partly ☐ no ☐ n/a | ||||
| Core 13.2 | Each participant is told how to give feedback or complain, including to bodies outside the provider such as the NDIS Commission, and about their right to an advocate; anyone who gives feedback or complains is supported and not disadvantaged. Source: https://www.legislation.gov.au/F2018L00631/latest/text | Easy Read complaints information with NDIS Commission contact details; Handbook or service agreement section on feedback and complaints; Records of advocacy offered during complaints | External complaint avenues missing from participant information; Participants report fearing loss of service if they complain | ☐ yes ☐ partly ☐ no ☐ n/a | ||||
| Core 13.3 | The provider shows continuous improvement in feedback and complaints handling by regularly reviewing its policies and procedures, asking participants how accessible the system is, and using what it learns across the organisation. Source: https://www.legislation.gov.au/F2018L00631/latest/text | Periodic complaints trend analysis reported to management or the board; Participant survey results on the accessibility of the complaints process; Policy review records showing changes made from complaints | Complaints closed one by one with no trend review; Never asking participants whether the system works for them | ☐ yes ☐ partly ☐ no ☐ n/a | ||||
| Core 13.4 | All workers know about, are trained in and follow the required complaints handling procedures. Where an incident is also the subject of a complaint, the obligations in ss 73W and 73X of the NDIS Act and the complaints rules apply. Source: https://www.legislation.gov.au/F2018L00631/latest/text | Training records on complaints handling for all workers; Induction checklist covering how to receive and escalate a complaint; Worker interview or quiz results on complaints procedure | Front-line workers do not record verbal complaints; New casual workers not trained before their first shift | ☐ yes ☐ partly ☐ no ☐ n/a |
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.