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Complaints Handling – A New Online Solution for NDIS Services

Ann takes us through the new online complaints system being developed and how you can be involved in making sure it works for your services.

By Ann Drieberg

Updated 15 Apr 202427 Jul 2023
Tablet with complaints (sad faces) and star ratings

The NDIS Quality and Safeguards Commission (NDIS Commission) is seeking to improve early resolution of NDIS related complaints by awarding a grant to nTrustus to develop and test a digital solution for provider complaint handling.

Does your complaint management system meet the mark?

The NDIS Commission requires all NDIS providers to have a complaints management process in place. Registered providers are required to comply with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.

All registered providers need to:

  • implement and maintain a system to manage and resolve complaints about the support and services they provide.
  • make sure that people can easily make a complaint and that all complaints are dealt with fairly and quickly.
  • make available information about how to make a complaint to the provider and Commissioner, and
  • keep records about complaints that they receive.

It is an expectation that providers support people with disability to understand how to make a complaint directly to the provider or the NDIS Commission. And when a provider receives a direct complaint, the person making the complaint and the participant affected by the issue must:

  • be informed of the complaint’s progress,
  • be appropriately involved in the resolution of the complaint, and
  • be updated on the implementation of any relevant outcomes, including any action taken and decisions made.

 nTrustus has worked with the NDIS Commission to build a digital platform that meets these requirements through its online solution. It will offer providers:

  • a simple and accessible way for participants to log their issues through your website.
  • a collaborative way to engage and resolve complaints.
  • a process that enables each party to participate equally in agreed outcomes.
  • a record of the complaint, investigation and outcome.

We want your feedback

nTrustus has engaged DSC to help build their understanding of the service provider experience of complaint management. They are seeking your insights and input into further development to test and refine the platform.

You will get a free 90-day trial of the new online complaint management solution when you participate in fine-tuning it through a one-hour online workshop. 

During the workshop, you will be exposed to the online complaint management system and can learn how to use it.

Be quick to secure your place, each workshop has only 10 spaces available.

Please note these workshops are aimed at NDIS providers, nTrustus is undertaking separate sessions with NDIS participants. 

To register for one of these workshops head to https://dsc.litmos.com.au/self-signup/ and enter your details and the Self sign up code from your chosen workshop date as below. 

  • Workshop 1:  Tuesday 15 Aug 10:00-11:00am - Self sign up code: AUGUST15
  • Workshop 2: Wednesday 16 Aug 12:00pm-1:00pm - Self sign up code: AUGUST16
  • Workshop 3: Thursday 17 Aug 4:00-5:00pm  - Self sign up code: AUGUST17
  • Workshop 4: Tuesday 22 Aug 9:30-10:30am - Self sign up code: AUGUST22
  • Workshop 5: Thursday 24 Aug 12:30-1:30pm - Self sign up code: AUGUST24

*Note all sessions listed in AEST.  

You can also contribute by responding to a brief survey about your experience in complaint management.

Contact Ann Drieberg (DSC project lead) via email: [email protected] for a link to the survey or for further details about the project.

Authors

Ann Drieberg

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