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Latest Resources

NDS Member Exclusive Webinar: Levelling the Playing Field

NDS discusses our new policy position ‘Provider Oversight, Accountability and Enablers’.

Maximising use of the CHAP, a Comprehensive Annual Health Assessment Program: A Guide for the Disability Sector

A guide for the disability sector to maximise implementation of the CHAP tool with people with an intellectual disability

Victorian Portable Long Service Benefits Scheme FAQ

Got questions about the Victorian Portable Long Service Leave Scheme eligibility criteria and requirements? We've compiled a list of frequently asked questions for your convenience.

Risk, Incidents and Complaints Management Resources

Risk, incidents and complaints management

Key benefits

  • These resources support providers to understand and meet registration conditions and engage with the NDIS Practice Standards.
  • Support continuous quality improvement to raise both the standard and safety of service delivery to NDIS Participants.
  • Forms part of NDS's NDIS Quality and Safeguards Resource Library

Who is this for?

This guide is most suited to sole traders, small and medium sized organisations, however large organisations may find the guide and associated resources useful when scaled appropriately and proportionality applied.

Resource Library

About this resource library

Why managing risk, incidents and complaints is important

A well-managed risk, incidents and complaints system will help drive safer and good quality outcomes for people with disability and meet the regulatory requirements of the NDIS Commission.

"A good risk, incidents and complaints system is really about being a responsible business owner and provider. You really need to be on top of things when things go wrong as well as when things go right and when you have good systems in place, that are easy to use – it’s about good governance" Source: Film

These resources have been developed for individuals/sole traders and small and medium sized providers and can be adapted for an individual service's needs and size. They will assist to implement systems and processes that will drive good quality outcomes for people with disability and help meet some of the regulatory requirements of the NDIS Commission.

Risk Incidents and Complaints Management Resource GuideAll resources can be found in the Risk, Incidents and Complaints Management Resources Guide. Download the iPDF onto your desktop for easy access to over 50 risk, incidents, complaints, investigations and CALD resources including editable templates, checklists, infographics, Excel registers, film, animations, translations, relevant NDIS documents, Zero Tolerance resources, staff training recommendations plus tips, FAQ and reflections.

 

Interactive guide – iPDF

Using this interactive document

After downloading the document, it is recommended to take time to explore the contents. Use the icons on the landing page and the buttons at the bottom of each page (navigation menu) to take you to the relevant chapter and words highlighted in green underline (hyperlinks) will take you to the relevant document, resource, or tool.

Note: These resources and guide are designed to guide and support and will require customisation and should not be relied upon in and of themselves to meet your audit and quality obligations.

The accessible version is currently being updated and will be available soon.

Download Interactive Resource Guide (PDF 2.8MB)

Training and events relating to Risk, Incidents and Complaints are also available.

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Investigations

Investigations play a key role in providing safer and better-quality services by helping providers learn from mistakes and prevent future incidents. The process can also help with rebuilding trust and relationships when something has gone wrong.  

These resources have been developed to support disability services to undertake investigations and are intended for use by staff who have the responsibility for conducting investigations as part of their role.  Download the Risk, Incidents and Complaints Management Resource Guide above, and click on the Investigations icon for all the resources and animation.   

Note: The resources are general in nature and are to be used as a guide.  

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CALD Resources

Seeking feedback from participants and families is an important part of providing a quality service.  Feedback gives service providers an indication of how services are being received and if there are areas where they can be improved.

A major barrier to CALD Australians interacting with feedback and complaints systems is a lack of trust and fear of negative repercussions. To be confident to give feedback or make a complaint, a person must know that they can complain and be aware of the available complaints processes.  Download the Risk, Incidents and Complaints Management Resource Guide above, and click on the CALD icon for all the translated resources.  

Note: The resources are general in nature and are to be used as a guide. 

The four As of Complaints - Animation

It's ok to complain - Infographic

Complaints handling for staff - Infographic

How we deliver safer services - Infographic

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Risk Management

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Complaints Management

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Incidents Management

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Risk, Incidents, Complaints and Compliance Register

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Training and events

Training and events relating to Risk, Incidents and Complaints are also available.

Supported and funded by the Australian Government

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Contact information

For any enquiries, please contact Sarah Nicoll, Head of Quality and Safeguards, submit enquiry/feedback