Recording a complaint and managing it to resolution · Help centre

Log a complaint in the complaints register, acknowledge it within your policy timeframe, escalate it if needed, record the outcome and close it.

Before you begin

Logging needs the Log feedback permission; managing needs Manage complaints; escalating needs Escalate complaints.
If the complaint is about abuse, neglect or a serious injury, also log an incident (see Recording an incident: what happened, who was involved and immediate actions).

Go to Quality → Complaints and feedback and select Log feedback.
Leave Kind on Complaint and set the Received date.
Choose From (for example Participant, Family or Nominee or guardian) and the Channel.
Enter the Name of the person, unless From is Anonymous.
Choose the Participant if it is about a participant’s supports.
Write the Subject and Details, choose the Priority and an Owner (or leave Default owner).
Select Save. You see that the complaint was logged and the date to acknowledge it by.

Log feedback panel with Kind Complaint, From Family, Channel Phone, subject and details filled in and the timeframe note

Acknowledge-by and resolve-by dates come from your complaints policy: by default 2 business days to acknowledge and 21 days to resolve.

Select the complaint in the register. Its panel opens with the details and a timeline.
Choose how you Acknowledged by (Letter, Email, Phone, Sms, In person or Not possible) and select Acknowledge.
Under Owner, choose a person and select Assign if it needs a new owner.
Record each conversation: choose Contact with the person, the Direction and What was discussed, then select Log contact.
Attach letters or emails with Attach file.

Choose Escalate to: Operations Manager, Chief Executive Officer, Quality and Risk Committee or NDIS Quality and Safeguards Commission (referral).
Write Why.
Select Escalate. The complaint shows Escalated and the people concerned are notified.

Write the Resolution and outcome and choose Was the person satisfied? (Yes, Partly, No or Not known).
Select Resolve. The person is told they can contact the NDIS Commission if they are not satisfied.
If it led to a change, select Add to improvement register.
When everything is done, select Close.

Filter the register by Kind, Status, Channel or Timeframes (Acknowledgement overdue, Resolution overdue).
If an item is past its resolution date, a yellow box asks you to escalate or agree a new date with the person.
Use Withdraw with a reason if the person asks you to stop, and Reopen if they contact you again.

Select Acknowledge before Resolve.

A complaint needs an outcome code to be resolved, and the web panel does not offer one yet. Ask your administrator to resolve it.

The complaint alleges abuse or neglect or may be reportable. Select Log an incident in the red box, then acknowledge.

Anonymous complaints are acknowledged automatically as Not possible.