10Documentation, record keeping and statistics

10 Documentation, record keeping and statistics

(1) The registered NDIS provider must: (a) document the complaints management and resolution system; and (b) provide copies of the documented system, and the information required by subsection 8(7), in a form that is accessible to the following persons: (i) persons with disability receiving supports or services from the registered NDIS provider, and their families, carers and advocates; (ii) each person employed or otherwise engaged by the registered NDIS provider; and (c) assist persons referred to in paragraph (b) to understand how the documented system operates.

Note: The documentation required by this subsection must relate only to the complaints management and resolution system itself, as information provided in individual complaints must generally be kept confidential (see paragraph 8(4)(b)).

(2) The system must provide that appropriate records of complaints received by the registered NDIS provider are kept by the provider, including the following, where appropriate: (a) information about complaints; (b) any action taken to resolve complaints; (c) the outcome of any action taken. (3) A record made for the purposes of subsection (2) must be kept for 7 years from the day the record is made.

Note: A registered NDIS provider may be required to comply with other Commonwealth, State or Territory laws in relation to the retention of records.

(4) The system must provide for the collection of statistical and other information relating to complaints made to the provider to enable the provider to: (a) review issues raised in complaints; and (b) identify and address systemic issues raised through the complaints management and resolution process; and (c) report information relating to complaints to the Commissioner, if requested to do so by the Commissioner.