The steps

  1. Acknowledge receipt within 24 hours in writing
  2. Assign to a designated investigator (must be senior)
  3. Investigate fairly and thoroughly
  4. Respond to the complainant in writing within 21 days
  5. Log the complaint in your complaints register
  6. Inform the participant they can escalate to the NDIS Commission
  7. Analyse trends quarterly and feed into continuous improvement

Common mistakes to avoid

  • Defensive responses that escalate the complaint
  • Failure to log verbal complaints
  • Treating each complaint in isolation rather than analysing trends