How do I handle NDIS complaints?

The full answer

Practice Standard 1.6 requires every registered provider to have a working complaints process. Best-practice steps: 1) Acknowledge receipt within 24 hours, 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 every complaint (including verbal) in your complaints register, 6) Analyse trends quarterly and feed lessons into continuous improvement, 7) Inform the participant they can escalate to the NDIS Commission. Auditors check both the policy and the live register.