Complaints are a common occurrence in any service delivery industry, including the NDIS. A complaint is an expression of dissatisfaction with an NDIS support or service provided by a provider. Complaints can be made by NDIS participants, their families and friends, workers, and any other person who has an issue with the way an NDIS support or service is being delivered. It is essential to value and learn from complaints because it can help identify problems and continuously improve the service to better meet people’s needs.
1. Valuing Complaints
A well-handled complaint shows the participant that their opinions and input are valued and can actually improve the quality of the participant/provider relationship. Therefore, it is crucial to maintain an effective complaints management system to resolve complaints in-house, preventing them from being raised unnecessarily with the NDIS Commission. The NDIS Commission is responsible for handling complaints about NDIS providers when the person is unable to resolve issues with their provider or does not feel empowered to make a direct complaint.
2. NDIS Practice Standards requirements
To meet the requirements under the NDIS Practice Standards, registered NDIS providers must have a complaints management system that places the person with disability at the centre of the complaints process. This includes handling complaints based on the principles of procedural fairness and natural justice, complying with the requirements under the NDIS (Complaints Management and Resolution) Rules 2018.
3. Complaints Management System
A complaints management system must also be proportional, appropriate for the size of the organisation, and accessible. The process of making and resolving a complaint must be easy and accessible to any person, including anonymous complaints. NDIS participants must be aware of and be supported to access the complaints management system, including alternate avenues for complaints, such as the NDIS Commission.
4. Worker Training and Knowledge
All workers must be aware of, trained in, and comply with the required complaints management procedure. Every NDIS provider should have a designated complaints manager. In smaller organisations or sole traders, this person may also have other responsibilities. The provider must provide appropriate support and assistance to any person who wishes to make, or has made, a complaint. This includes support from staff, family, or an advocacy service to make a complaint or during the complaints handling process.
Complaints should be dealt with directly and quickly at the point of service, unless further investigation is required. All people involved in the complaint must be kept appropriately informed of the complaint’s progress and resolution, including any actions taken and what to do if they are not satisfied by the response.
5. Complaints Documentation and Process
The complaints management and resolution system must include a clearly documented process to receive and resolve complaints. Simple and accessible documentation about how to make a complaint must also be provided. The complaints management system must be subject to regular review of policies and procedures. This should include seeking participant views on accessibility and incorporating feedback across the business.
It is crucial to keep and maintain appropriate records of all the complaints received. This will enable providers to provide information to the NDIS Commissioner or approved quality auditor when required, and also help them to identify any systemic issues and improve service delivery. Records must be kept for seven years from the date the record was made.
6. Quality Service Delivery
Fostering an organizational culture that values and learns from complaints is vital to improving the quality of service delivery. It is essential to have systems in place to allow reflection on the complaints process and any outcomes. This includes checking in with the person who made the complaint for feedback and their response to any follow-up or implementation of actions.
Complaints are an essential tool to improve service delivery in the NDIS. They help identify problems, continuously improve service delivery, and maintain a positive participant/provider relationship.
