Disability sector (NDIS) fundamentals training

2.2.15 Feedback and Complaints Management (2.2.15)

This level 1 module is for all staff, front line or back office. It focuses on how everyone can meet the requirements of Feedback and complaints management under the NDIS Practice Standards.
This module should take you 15 minutes to complete.
Feedback and complaints are a critical element of providing quality service, it informs you when you are doing well and areas you need to improve on.
In this short module you will learn:
- Different types of feedback
- Why you should encourage feedback and complaints
- How to respond

  • Introduction
  • Lived experience perspective
  • Outcome indicators
  • What is a complaint
  • Different types of feedback
  • Who can make a complaint
  • NDIS commission and accepting complaints
  • Encouraging feedback and complaints
  • Responding to a complaint
  • Investigating a complaint
  • Review your understanding
Completion rules
  • You must complete the test "Review your understanding"
  • Leads to a certificate with a duration: 3 years