The NDIS Rules requires all providers to have a policy to record, assess, manage and resolve complaints. The NDIS Rules also require that NDIS providers train their staff to manage and resolve complaints in a thorough and fair way, in accordance with the rules.
In this 30-minute, on-demand, ‘lunch and learn’ talk, our lawyer and speech pathologist, David Kinnane:
- outlines the key rules;
- explains why complaint management is so important for workers and providers;
- sets out the key elements of the complaints management policy; and
- discusses the nuts and bolts of how to manage complaints to comply with the policy and the rules.