Responsibility: Australian, state and territory governments
Joint Response: Accept in principle
Status: Further work required
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) 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.
What the Disability Royal Commission said in the final report
a) The NDIS Quality and Safeguards Commissioner should issue a guideline, by notifiable instrument, addressing accessible and responsive complaint handling and investigative practice.
The guideline should:
- outline the core components of an accessible and responsive complaint handling and investigative practice involving people with disability, consistent with Recommendation 11.5
- be co-designed by people with disability and their representative organisations and involve consultation with National Disability Insurance Scheme (NDIS) provider representatives.
b) The Minister for the NDIS should, in consultation with states and territories, amend the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018 (Cth) and National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 (Cth) to include recognition of, and a requirement for compliance with, the guideline.
Joint Government response July 2024
The Australian Government and state and territory governments recognise and support the importance of having an accessible and responsive complaints handling system to uphold the rights of people with disability in complaints and incident investigation processes associated with NDIS providers.
The NDIS Quality and Safeguards Commission will work with states and territories to develop and issue a guideline, co-designed with people with disability, outlining the core components of an accessible and responsible complaints handling and investigative practice involving people with disability.
More recommendations
View progress on other recommendations made by the Royal Commission.