Courses · NDIS Key Requirements
Complaints and Reportable Incidents
What must be reported and how fast, how to write an incident report that holds up, and how to receive a complaint without making it worse.
About this certificate
Non-accredited Certificate of Completion. This module expands on the incidents and complaints content in the NDIS Worker Orientation Module. Your provider's own incident management system and complaints procedure sit alongside it and must also be followed.
About this module
Two obligations sit at the centre of NDIS safeguarding: incidents must be reported, and complaints must be welcomed. This module covers the six categories of reportable incident and the exact timeframes, the difference between an incident and a reportable one, how to write a factual record that survives scrutiny, what happens after a notification, how to receive a complaint well, and why discouraging one is treated more seriously than the complaint itself.
Who it is for
All NDIS workers, and particularly team leaders, house supervisors and anyone who receives complaints or completes incident reports.
What you will be able to do
- Distinguish an incident from a reportable incident
- State the six reportable categories and the timeframe for each
- Write a factual incident record that separates observation from opinion
- Receive a complaint in a way that keeps the person engaged
- Explain the routes a complaint can take, including outside the provider
- Recognise that discouraging or retaliating against a complaint is itself a breach
Aligned to
- NDIS (Incident Management and Reportable Incidents) Rules 2018
- NDIS (Complaints Management and Resolution) Rules 2018
- NDIS Code of Conduct — element 5
- NDIS Practice Standards — Governance and Operational Management
Lesson plan
What the module covers
| # | Lesson | What it covers | Time |
|---|---|---|---|
| 01 | What must be reported, and how fast | The six categories, the timeframes, and the traps. | 16m |
| 02 | Writing a record that holds up | Facts, quotes, times — and the habits that destroy a record's value. | 16m |
| 03 | Receiving a complaint well | Why complaints are valuable, how to respond, and the one thing you must never do. | 14m |
| ✓ | Final assessment | 10 scenario-based questions · pass mark 85% · unlimited attempts | ~15m |
Also in NDIS Key Requirements
NDIS Worker Orientation
The foundation module every NDIS worker needs: rights, the Code of Conduct, choice and control, incident reporting and the difference you make in a participant's day.
Abuse & Neglect
Recognise every form of abuse and neglect, respond to a disclosure properly, and report it — including when the person you are worried about is a colleague.
Duty of Care & Dignity of Risk
The tension at the heart of support work: keeping someone safe without taking over their life. Duty of care, supported decision-making and the dignity of risk, resolved in practice.