Veracious
Complaints people can actually make
A complaints system only works if participants know it exists, feel safe using it, and see something change.
Who This Is For
- Providers who receive very few complaints and suspect that is not a good sign
- Providers whose complaints go to one person and stop there
- Providers preparing for audit
- Providers responding to a complaint made to the NDIS Commission
- Providers wanting to strengthen participant voice and feedback
What It Addresses
- Complaints processes written in language participants cannot access
- No accessible or alternative ways to raise a concern
- Participants worried that complaining will affect their supports
- Complaints handled informally, with no record
- No timeframes, no acknowledgement, no outcome advice
- Complaints not linked to continuous improvement
- Workers unsure what to do when someone raises a concern
- No information given about external complaint options
Registered providers have specific obligations to notify the NDIS Commission of reportable incidents within set timeframes, and to maintain an incident management system. These requirements are set out in the NDIS rules and Commission guidance and are subject to change — we work from the current published requirements and help you confirm what applies to you.
What May Be Reviewed
- Complaints and feedback policy and procedure
- Participant-facing complaints information and its accessibility
- Complaint and feedback forms
- The complaints register and how it is maintained
- Acknowledgement, response and resolution timeframes
- Records of outcomes and communication with the complainant
- Information provided about the NDIS Commission and other external avenues
- Worker understanding and training
- Links to incident management, risk and continuous improvement
- Reporting of complaints data to governance
Potential Deliverables
- A review report with prioritised findings
- Revised complaints policy and procedure
- Accessible, participant-facing complaints information
- Improved complaint and feedback forms and register
- A worker briefing on receiving and responding to complaints
- A complaints reporting format for governance meetings
What Is Excluded
- We do not investigate or resolve individual complaints
- We do not act as an external complaints handler
- We do not advocate for participants or providers
- We do not respond to the NDIS Commission on your behalf
- We do not provide legal advice
Levels available
Essential Compliance Health Check
a focused review of core systems, suited to smaller providers or a defined set of areas.
Comprehensive Provider Review
a broader review across governance, operations, workforce and participant documentation.
Next step
If incidents are the area keeping you awake, start here.