8Complaints management and resolution system requirements

8 Complaints management and resolution system requirements

(1) The complaints management and resolution system of a registered NDIS provider must: (a) enable any person to make a complaint (including an anonymous complaint) to the registered NDIS provider about the supports or services provided by the provider; and (b) provide for an easy and accessible process for making and resolving complaints; and (c) ensure appropriate support and assistance is provided to any person who wishes to make, or has made, a complaint. (2) The process provided for in the system may vary, depending on the nature of the complaint. (3) The system must require that: (a) complaints are acknowledged, assessed and resolved in a fair, efficient and timely manner; and (b) appropriate action is taken in relation to issues raised in complaints; and (c) reasonable steps are taken to ensure that any person who makes a complaint to the provider, and each person with disability affected by an issue raised in such a complaint, is advised how that complaint or issue may be raised with the Commissioner; and (d) appropriate support and assistance in contacting the Commissioner in relation to a complaint is provided to any person who makes a complaint and each person with disability affected by an issue raised in a complaint. (4) The system must also require that reasonable steps are taken to ensure that: (a) a person who makes a complaint, or a person with disability affected by an issue raised in a complaint, is not adversely affected as a result of the making of the complaint; and (b) information provided in a complaint is kept confidential and only disclosed if required by law or if the disclosure is otherwise appropriate in the circumstances. (5) The system must provide that persons making a complaint: (a) are appropriately involved in the resolution of the complaint; and (b) are kept informed of the progress of the complaint, including any action taken, the reasons for any decisions made and options for review of decisions in relation to the complaint. (6) The system must provide that a person with disability affected by an issue raised in a complaint: (a) is kept appropriately informed of the progress of the complaint, including any action taken, the reasons for any decisions made and options for review of decisions; and (b) is kept appropriately involved in the resolution of the complaint. (7) The system must provide for the following details to be readily available and accessible to the public: (a) how a complaint about the registered NDIS provider can be made to the provider; (b) how a complaint about the registered NDIS provider can be made to the Commissioner. (8) The system must also provide for the periodic review of the system to ensure its effectiveness.