NDIS Complaint Policy
This NDIS Complaint Policy is designed to be used by providers of NDIS-funded services to outline the provider’s complaint management procedure.
4.3 (9 reviews)
Last updated December 19, 2024
Under 10 minutes
Suitable for Australia
Written by
Edwin Montoya Zorrilla
Reviewed by
Damin Murdock
Document Overview
The National Disability Insurance Scheme (NDIS) is a government funded scheme that provides support to eligible people with intellectual, physical, sensory, cognitive and psychosocial disability. The NDIS involves personalised plans to accommodate the need of each participant, hence the scope and delivery of services under NDIS should be explicated in written agreement.
This document outlines how the service provider will accept and evaluate complaints from its service recipients. It also includes several provisions designed to provide additional support to recipients with special needs, as required by the NDIS (Complaints Management and Resolution) Rules, and the NDIS (Code of Conduct) Rules.
The Legal Risk Score of a NDIS Complaint Policy Template
Our legal team have marked this document as low risk considering:
- There is a financial risk involved as clients may be charged a full session fee if they fail to cancel within the specified notice period or do not show up for an appointment.
- Clients might face unexpected charges if the funding body, such as NDIS, rejects the cancellation charge, as the financial responsibility then shifts directly to the client.
- The policy allows for charges in cases of short notice cancellations or no-shows without exceptions listed for reasonable but unforeseen circumstances, except in vaguely defined "exceptional circumstances."
Overall, this document presents a risk level due to its clear but strict cancellation fees and potential financial implications for clients. Users should be aware of the specific conditions under which they might incur charges and consider whether they can consistently meet the cancellation requirements. This awareness and understanding are crucial in managing the risks associated with agreeing to this policy.
NDIS Complaint Policy Checklist
Complete your free NDIS Complaint Policy with our checklist
Ensure Proper Signing
Make sure that the client signs the document to acknowledge understanding and agreement to the terms outlined in the cancellation policy.
Verify Contact Information
Double-check that the client's contact information is accurate to ensure that any communication regarding cancellations or changes reaches them without issue.
Educate on Policy Details
Clearly explain the cancellation policy to the client, particularly the conditions under which cancellation fees will be charged and what constitutes adequate notice.
Document Storage
Keep a copy of the signed document securely stored, ensuring it can be easily accessed for future reference or in case of disputes.
Use this NDIS Complaint Policy if:
- You are engaging the services to participants under the NDIS; and
- You want to ensure that your business’ policies and procedures regarding the processing of complaints is clear.
What does this NDIS Complaint Policy provide?
- The process by which your service recipients can lodge complaints; and
- How your organisation will handle these complaints.
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