Complaint Management at Youth Matters

All complaints are taken very seriously, all people are treated fairly, and all corrective actions completed in a timely manner.

A complaint is an expression of dissatisfaction with the provision of a service, including how a previous complaint was handled, for which a response or resolution is expected.


• applies when participants want to submit feedback or make a complaint

• applies to all feedback and complaints received regardless of the source.


• applies to all representatives including key management personnel, directors, full time workers, part time workers, casual workers, contractors and volunteers.

Supporting Documents

• NDIS (Complaints Management and Resolution) Rules 2018

• National Disability Insurance Scheme Act 2013 (Cth )


Supporting Policy Directives


Who can make a complaint?


Anyone can make a complaint including:

  • a participant

  • a participant's family or guardian

  • a participant's financial manager

  • an advocate

  • an employee

  • a community visitor

  • a professional

  • a member of the public.


Complaints can be made:

Complaints help us:

  • identify problems

  • improve services

  • provide better outcomes to participants.


Complaints can be made about any part of the quality or delivery of our service, such, as if there is dissatisfaction:

  • with the way services are provided

  • with decisions we have made

  • about the conduct of our employees

  • about personal information not kept private.


Complaints can be made anonymously.
Complaints can be made to us or directly to the NDIS Quality and Safeguards Commission here


Complaint monitoring

  • all complaints will be monitored using a complaint register

  • the complaint register will include up- to-date progress of each complaint and whether it is currently open or closed (resolved)

  • if there is any doubt about the end resolution of a complaint, we will seek feedback from the person who made the complaint

  • regular reports from the complaints register will be provided to key management personnel for review.

Complaint records and review

  • accurate information of complaints received including decisions made, actions taken and eventual outcomes must be recorded and kept for 7 years from the date of the complaint which allows us to:

  • enable reviews of any complaints received

  • assist in identifying any systemic issues raised

  • allow a response to the Commissioner, if required o be stored securely and accessible only by the people handling complaints.


Complaint referrals

Complaints to the Commissioner may be referred to other agencies or bodies if needed including:

  • non-compliance with the NDIS code of conduct

  • inappropriate or unauthorised use of restrictive practice

  • employee screening·issues e.g. if an employee of the provider was found to have a criminal history (for more information refer to the worker screening policy).

  • incidents relevant to other bodies (police, consumer affairs agencies or other regulatory bodies).


Our complaints system

Our complaints system is documented and information on how to make a complaint is available to participants, their families, guardians or advocates in ways that are culturally appropriate. We work to ensure participants:

  • are aware of their right to make a complaint

  • feel empowered to make a complaint

  • are supported to make a complaint

  • are involved in the resolution process after making a complaint • know they won 't be adversely affected as a result of making a complaint.