Document ID: chunk:federal_register_of_legislation:F2024C00566:reg:9:p3
Version: federal_register_of_legislation:F2024C00566
Segment Type: reg
Provision Reference: reg 9 (pt 3/6)
Character Range: 25714–29063

and Complaints Management

Outcome: Each participant has knowledge of and access to the provider's complaints management and resolution system. Complaints and other feedback made by all parties are welcomed, acknowledged, respected and well-managed.

         To achieve this outcome, the following indicators should be demonstrated:
           (1) A complaints management and resolution system is maintained that is relevant and proportionate to the scope and complexity of supports delivered and the size and scale of the organisation. The system follows principles of procedural fairness and natural justice and complies with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.
           (2) Each participant is provided with information on how to give feedback or make a complaint, including avenues external to the provider, and their right to access advocates. There is a supportive environment for any person who provides feedback and/or makes complaints.
           (3) Demonstrated continuous improvement in complaints and feedback management by regular review of complaint and feedback policies and procedures, seeking of participant views on the accessibility of the complaints management and resolution system, and incorporation of feedback throughout the provider's organisation.
           (4) All workers are aware of, trained in, and comply with the required procedures in relation to complaints handling.

            Note: A registered NDIS provider has obligations if an incident is the subject of a complaint (see sections 73W and 73X of the Act and the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.

       16  Incident Management

Outcome: Each participant is safeguarded by the provider's incident management system, ensuring that incidents are acknowledged, respond to, well-managed and learned from.

         To achieve this outcome, the following indicators should be demonstrated:
           (1) An incident management system is maintained that is relevant and proportionate to the scope and complexity of supports delivered and the size and scale of the organisation. The system complies with the requirements under the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018.
           (2) Each participant is provided with information on incident management, including how incidents involving the participant have been managed.
           (3) Demonstrated continuous improvement in incident management by regular review of incident management policies and procedures, review of the causes, handling and outcomes of incidents, seeking of participant and worker views, and incorporation of feedback throughout the provider's organisation.
           (4) All workers are aware of, trained in, and comply with the required procedures in relation to incident management.

       17  Human Resource Management

Outcome:  Each participant's support needs are met by workers who are competent in relation to their role, hold relevant qualifications, and who have relevant expertise and experience to provide person-centred support.

         To achieve this outcome, the following indicators should be demonstrated:
           (1) The skills and knowledge required of each