Responsibility: Australian, state and territory governments
Joint Response: Accept in principle
Status: In progress
What has been achieved to date
In February 2023, following a review of its complaints function, the NDIS Quality and Safeguards Commission (NDIS Commission) implemented a national complaints model that incorporates a nationally consistent triage and assessment process based on a risk-based approach.
Further review of the NDIS Commission complaints model is underway as part of the Enterprise Prioritisation Model (EPM) program of work.
The EPM will implement a revised risk matrix to ensure complaints are actioned based on specific and tailored criteria with the appropriate risk level. This will be supported by procedures and training for staff on management of complaints.
The EPM project is nearing implementation, with live testing commencing in April 2025.
What the Disability Royal Commission said in the final report
The Minister for the National Disability Insurance Scheme should, in consultation with states and territories, amend the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 (Cth) to empower the NDIS Quality and Safeguards Commission to require a provider to carry out an investigation into a complaint and report on its contact with the complainant and its findings.
Joint Government response July 2024
The Australian Government and state and territory governments agree NDIS Rules should enable the NDIS Commission to require a provider to carry out an investigation into a complaint and report on its contact with the complainant and findings.
The NDIS Commission will work with states and territories, people with disability, and the broader NDIS sector to identify and implement required NDIS Rules changes.
More recommendations
View progress on other recommendations made by the Royal Commission.