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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.


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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.

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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