Complaint Management (Manager Pathway)

What message does your response to a complaint send? Designed for NDIS team leaders and managers, this course empowers you to handle complaints with confidence—keeping your service safe, accountable, and always improving. You’ll discover how fair complaint management can transform your service, protect everyone involved, and drive positive, continuous improvement across your organisation.

What you’ll learn:

• Set up and manage compliant, effective complaint management systems aligned with NDIS obligations.

• Apply procedural fairness and protect participants, families, and staff from reprisal.

• Manage complex resolutions and support external escalation to the NDIS Commission.

• Analyze complaint data and trends to drive continuous quality improvement across your service.