Feedback, Complaints and Appeals Policy and Procedure

A comprehensive policy and procedure designed to help NDIS providers establish a safe, fair, accessible, and participant-focused process for receiving and managing feedback, concerns, and complaints.

This resource provides a clear framework for complaint lodgement, acknowledgement, investigation, resolution, advocacy, confidentiality, record keeping, escalation, and using feedback to identify opportunities for continuous improvement.

Ideal for NDIS providers looking for a structured approach to managing complaints transparently while supporting participant voice, rights, and ongoing service improvement.

Easy to customise • Comprehensive policy • Clear procedures • Participant-focused • Supports continuous improvement • Designed for NDIS providers