Complaints Management Policy & Procedure

Ensure your business is compliant, professional, and participant-focused with our Complaints Management System – a ready-to-use bundle designed for NDIS service providers, sole traders, and support organisations.

This comprehensive system helps you meet the compliance requirements of NDIS and provides a clear, accessible, and fair complaints process for both staff and participants.

📦 What's Included:

• Complaints Management Policy and Procedure
  A professionally written policy that outlines your business’s approach to receiving, handling, and resolving complaints in a fair and transparent manner. Includes clear roles, escalation steps, and privacy safeguards.

·        Complaint Record and Investigation Form
A structured form to document each complaint, from initial details to investigation outcomes and follow-up actions, ensuring accountability and thorough record keeping.

·        Complaints Register
A master log to track all complaints received, allowing for trend analysis, identification of systemic issues, and compliance with record retention obligations.

·        Complaints Handling Flowchart for Staff
A step-by-step visual guide that supports staff to respond to complaints confidently and consistently, aligned with your policy and NDIS requirements.

·        Easy Read Flowchart for Participants
A simplified, friendly visual tool to help participants understand what happens when they make a complaint – promoting access, confidence, and trust in your service.

✅ Key Features and Benefits:

• Fully customisable in Word format – add your logo, business name, and contact details.
• Helps you meet NDIS and regulatory compliance with ease.
• Supports transparency, fairness, and participant rights.
• Promotes a culture of continuous improvement and client feedback.
• Clear guidance for both staff and clients – no guesswork or confusion.

Whether you're a sole trader or a growing disability support organisation, this bundle ensures you're prepared, professional, and aligned with best-practice complaints management.

Disclaimer: Users of these documents should consult with a qualified legal advisor to ensure that any information contained herein is applicable to their specific circumstances and is in compliance with relevant laws and regulations. The author and distributor of this document make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability with respect to the information contained within. Any reliance you place on such information is strictly at your own risk.