Recommendation 10.19 – Requirement to investigate certain complaints

What has been achieved to date

All governments remain committed to working together to progress this recommendation.

The NDIS Quality and Safeguards Commission (NDIS Commission) review of Commissioner-made NDIS Rules includes considering the complaints process contained in the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and the recommendations of the Disability Royal Commission. 

What the Disability Royal Commission said in the final report

The NDIS Quality and Safeguards Commission should: 

a) ensure complainants are updated appropriately throughout key stages of the complaint process and their expectations managed

b) ensure triage and streamlining models effectively prioritise complaints requiring a more immediate response

c) clearly define risk categories, timeframes and procedures for handling these complaints

d) establish realistic and achievable metrics for measuring its performance with respect to timeframes

Australian Government Response July 2024

Following a significant review of its complaints function, on 20 February 2023 the NDIS Commission implemented a national complaints model that incorporates a nationally consistent triage and assessment process.

This work includes the establishment of the National Intake and Early Resolution team to focus on consistent management of complaints and early resolution of less complex matters that can be resolved quickly between participants and providers. A dedicated Safeguarding Team is also focused on responding quickly to complaints that identify an immediate risk to participants and ensuring that providers and other agencies on the ground are taking rapid action to address risk.

Revised complaints processes based on a risk proportionate approach continue to be developed and embedded. These are key foundations for delivering this recommendation.

More recommendations

View progress on other recommendations made by the Royal Commission.