Responsibility: Australian Government
Response: Accept in principle
Status: Further work required
What has been achieved to date
The NDIS Quality and Safeguards Commission (NDIS Commission) has developed guidance on Incident Management Systems, Complaints Management and Resolution and Reportable Incidents. In August and October 2024, the NDIS Commission consulted on the NDIS Practice Standard which identified practical improvements to incorporate guidance to improve support quality and safety.
As at April 2025, the NDIS Commission is undertaking a review of Commissioner-made NDIS Rules and NDIS Practice Standards, which have not undergone a comprehensive review since their introduction. This review will consider the recommendations of the Disability Royal Commission, such as identifying ways to include practical guidance for participants and providers.
As part of the Rules Review on Reportable Incidents and Complaints, consultation will occur with the sector and people with disability. Guidance material will need to be updated following revision of the Rules.
What the Disability Royal Commission said in the final report
The NDIS Quality and Safeguards Commission should develop model procedures for National Disability Insurance Scheme (NDIS) providers, including:
a) for frontline workers about recognising and reporting incidents, with clear definitions around what incidents must be reported and when
b) for incident management incorporating guidance on undertaking causal reviews of incidents and preventive action, as well as implementing wider system improvements
c) for complaints articulating person-centred approaches for managing and resolving complaints and providing feedback, and requiring supports for a participant who needs to participate in a complaints process
d) that address the need to consider the impact or harm caused to a participant and provide guidance on forms of redress that should be offered to people with disability involved in incidents and complaints.
These procedures should be developed in consultation with people with disability, family members, advocates and NDIS providers.
Australian Government Response July 2024
The NDIS Commission will work with people with disability, their representatives, and NDIS service providers to identify practical applications of this recommendation. The NDIS Commission’s approach to regulation is proportionate and as outlined in the NDIS Practice Standards and Indicators for Incident Management: ‘An incident management system is maintained that is relevant and proportionate to the scope and complexity of supports delivered and the size and scale of the organisation.
The NDIS Practice Standards create an important benchmark for providers to assess their performance, and to demonstrate how they provide high quality and safe supports and services to NDIS participants.
Extensive legal consideration will be required in relation to the redress element of this recommendation. The NDIS Commission will investigate feasibility and legal implications associated with this recommendation.
More recommendations
View progress on other recommendations made by the Royal Commission.