20

20 Resolution process

(1) If the Commissioner decides to undertake a resolution process in relation to a complaint or an issue raised in a complaint, the Commissioner may: (a) require the NDIS provider to which the complaint or issue relates to examine and attempt to resolve the complaint or issue and report back to the Commissioner; or (b) request the complainant, the NDIS provider and any other person to participate in a conciliation process; or (c) provide advice to the NDIS provider in relation to the complaint or issue; or (d) require the NDIS provider to undertake remedial action in relation to the complaint or issue and report back to the Commissioner; or (e) take any other action the Commissioner considers appropriate in the circumstances. (2) In taking action under subsection (1), the Commissioner may do one or more of the following: (a) review documents; (b) visit the location at which the supports or services are provided by the NDIS provider; (c) visit the offices of the NDIS provider; (d) discuss the complaint or issue with the complainant, the person with disability affected by the issue, the NDIS provider or any other person; (e) request information relating to the issues raised by the complaint from any person. (3) Evidence of anything said or done by a person in the course of the conciliation of a complaint under this section is not admissible in any legal proceedings relating to the complaint. (4) Subsection (3) does not apply in relation to any proceedings commenced under, or in connection with, the Act.