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Queensland in Focus by Jason McKey, June 2024

In the last month, we have been consulting with providers in the south-west and watching the federal NDIS legislation pass in the House of Reps.

NDS risk registers - an essential tool for service providers

Risk, Incidents, Complaints and Compliance Registers

3/10/2023

What you need to know

  • NDS has developed a set of Excel registers to help service providers keep track of important information related to risk, incidents and complaints.
  • They help providers set up efficient and effective systems and processes to reduce incidents and keep people with disability safe.
  • They can be adapted to the needs of service providers.
  • They help providers to meet the regulatory obligations of the NDIS Commission.

Last year, National Disability Services launched a suite of interactive resources for providers to meet their obligations under the NDIS Quality and Safeguards Commission. Among them is a set of Excel registers to help service providers keep track of important information about risk, incidents and complaints.

They help providers set up efficient and effective systems and processes to reduce incidents and keep people with disability safe. Designed for the needs of sole traders up to small- and medium-sized organisations, the registers can be easily adapted.

The registers are working documents with multiple worksheets to help you manage Risk, Incidents and Complaints, Compliance, and Continuous Quality Improvement (CQI). You can add columns according to your needs, such as review dates, risk trends and comments. With them, you can identify trends or gaps in training. Before using the registers, we recommend you take some time to read the manuals and work with the examples in the different worksheets.

All resources were developed through support from the Australian Government.

The Risk, Complaints and Compliance Registers and Manuals can be downloaded from our Risk, Incidents and Complaint Management Resources.

RICM workshops, including workshops on how to use the registers, can also be found on our website.

Risk Register

This document allows you to record and monitor the risks you are managing. It is a record of your risk management process. Additional columns can be added for review dates, risk trends and comments. It is a working document that helps identify necessary actions to address identified risks. You will also find listed a manual (pdf) to take you through the register’s features.

Complaints and Feedback Register

This register helps you track and manage complaints through the process and record the outcome. There’s also a reporting tool to review complaint trends. By monitoring patterns and trends, the register enables you to improve your services. There is a manual to show you how to get the most out of this tool.

Incident Register

The Incident Register helps you record and manage incidents, including the actions taken and outcomes. It ensures you have a record of actions, including detailed progress notes and follow-up actions, while also demonstrating compliance with the NDIS Commission's rules. There is a manual guide for the register.

Compliance Register

The Compliance Register contains all the information and activities you need for compliance, including legal requirements, agreements and codes of practice.

For all our Risk, Incidents and Complaints Management resources as well as other resources to streamline NDIS compliance, go to our Quality and Safeguards hub.

Workshop: How to use the Risk, Incidents and Complaints Management Excel Registers Workshop 

NDS will be holding online workshops to show how to best use the four registers on 19 and 24 October.
Register for either of the online sessions on our event page.  

Contact information
Sarah Nicoll, Head of Quality and Safeguards, 03 8341 4318, submit enquiry/feedback