Handling participant complaints effectively is a fundamental requirement for all NDIS providers. A standardised complaint form ensures that feedback is captured accurately, investigated fairly, and resolved promptly in accordance with the NDIS Quality and Safeguards Commission guidelines.
Inficurex offers a free NDIS Complaint Form template to help providers establish a transparent, participant-centred complaints process that supports continuous improvement and audit readiness.
Why Is a Complaint Form Essential for NDIS Providers?
Under the NDIS Practice Standards, providers must have accessible systems for receiving and resolving complaints. A well-designed complaint form demonstrates your organisation’s commitment to participant rights and quality service delivery.
Benefits of using a structured complaint form include:
- Ensuring all complaints are documented consistently
- Enabling timely investigation and resolution of issues
- Supporting NDIS compliance and audit evidence
- Identifying patterns to drive service improvements
- Empowering participants to voice concerns safely
What Should an NDIS Complaint Form Include?
A comprehensive NDIS complaint form should capture the following information:
- Complainant Details – Name, contact information, and relationship to the participant.
- Date and Time of Incident – When the issue occurred or was observed.
- Description of Complaint – Detailed account of the concern raised.
- Staff Involved – Names of workers or teams connected to the complaint.
- Desired Outcome – What resolution the complainant is seeking.
- Actions Taken – Initial response steps and follow-up actions.
- Resolution and Closure – Final outcome and confirmation of complainant satisfaction.
How to Implement a Complaints Process
Setting up an effective complaints management process involves more than just having a form. NDIS providers should also develop clear policies, train staff on complaint handling procedures, and establish escalation pathways for serious concerns that may require reportable incident notification to the NDIS Commission.
For a complete framework on managing complaints alongside risks, see our guide on NDIS incident management. You can also use NDIS management software to digitise and track complaints efficiently.
Download the Free NDIS Complaint Form Template
Our free, audit-ready NDIS Complaint Form template is available for download below. Use it to build a reliable feedback loop within your organisation. For more free resources, explore our complete NDIS templates library.
[Download Template – Coming Soon]
Frequently Asked Questions
Who can submit a complaint using this form?
Participants, their families, carers, advocates, or any person with a concern about services can submit a complaint using this form.
How long should complaints be retained?
NDIS providers should retain complaint records for at least seven years in accordance with the NDIA record-keeping guidelines and relevant state legislation.
What if a complaint escalates to a formal investigation?
If a complaint involves serious issues such as abuse, neglect, or restrictive practices, it may need to be reported as a reportable incident to the NDIS Commission. Ensure your team understands the NDIS Code of Conduct obligations when handling such matters.