Complaints Management and Resolution Policy

Organisation	Sample Provider Pty Ltd
Version	1.0
Date	Example date
Owner	[personalised from your answers]
Review due	[personalised from your answers]

1. Purpose

A complaint is any expression of dissatisfaction with the supports Sample Provider Pty Ltd provides, or with the way it does business. It does not have to use the word complaint, be in writing, or be justified. This policy explains how Sample Provider Pty Ltd makes it easy to complain, handles complaints fairly, and uses them to improve. It meets the NDIS (Complaints Management and Resolution) Rules 2018 and the Feedback and Complaints Management requirements of the NDIS Practice Standards.

2. Our commitment

Sample Provider Pty Ltd welcomes complaints. Nobody will be treated differently, have supports reduced, or be asked to leave because they complained. Complaints can be made by a participant, a family member, an advocate, a support coordinator, a worker, another provider, or anyone else. A person can have someone else complain on their behalf, and can have a support person with them at every step.

3. How to make a complaint

A complaint can be made [personalised from your answers].

Complaints are received by [personalised from your answers], [personalised from your answers].

Complaints are received by [personalised from your answers].

Complaints can be emailed to [personalised from your answers] or made by phone on [personalised from your answers].

Information about how to complain is given to every participant when supports start, is explained in a way they can understand, and is offered again at each support review. Where a participant needs communication support to complain, Sample Provider Pty Ltd arranges it, including interpreters, Easy Read information, or help from a person they choose.

4. If the complaint is about the owner

A complaint about the person who normally receives complaints is not handled by that person. In that case the complaint can be made to [personalised from your answers], or directly to the NDIS Quality and Safeguards Commission. Sample Provider Pty Ltd will not discourage anyone from using either option, and will not ask the person to raise it internally first.

The alternative contact for Sample Provider Pty Ltd is [personalised from your answers].

How registration works — one page

What it is Registration is permission from the NDIS Quality and Safeguards Commission to deliver specified NDIS supports as a registered provider. It is granted for a set period and then renewed.

The six steps

1. Apply in the NDIS Commission Applications Portal (entity, key personnel, registration groups).
2. Complete your self-assessment against the applicable NDIS Practice Standards.
3. Receive your Initial Scope of Audit from the Commission.
4. Choose and engage an approved quality auditor.
5. Be audited — verification (lower-risk supports) or certification (Stage 1 desktop review, then Stage 2 implementation assessment).
6. The Commission decides, may apply conditions, and issues your certificate of registration.

What you must have

• A legal entity and ABN that match your application.
• Key personnel identified, with suitability information provided.
• NDIS Worker Screening clearances for risk-assessed roles.
• Policies and procedures covering the standards in your scope.
• Records that show those policies are actually used.

What auditors look for

• Your Initial Scope of Audit, and evidence against every standard in it.
• Consistency between what your documents say and what you and your workers describe.
• Evidence dated before the audit, not written the week before.

Common mistakes

• Selecting registration groups you do not intend to deliver.
• Treating the self-assessment as a marketing exercise.
• Waiting for the scope of audit before starting any preparation.
• Assuming the auditor works for the Commission, or can approve your registration.
• Leaving no time between Stage 1 and Stage 2 to fix what Stage 1 finds.