Picture a family member telling a worker that she thinks the roster keeps changing "because nobody actually cares who turns up." It lands hard. The worker's first move is to explain, at length, why the roster changes, staffing shortages, sick leave, reasonable operational stuff. All true. None of it addresses what the family member is actually saying, which is that the constant change feels disrespectful to her son. The complaint isn't really about the roster. It's about feeling like an afterthought, and the defensive explanation, however accurate, makes that feeling worse, not better.
What's the difference between feedback and a formal complaint?
Feedback is any comment on how support is going, and it can be positive, neutral, or critical without needing a formal process behind it. A complaint is a specific expression of dissatisfaction that someone wants addressed and resolved. In practice the line is blurry, and a worker's job isn't to decide which category something falls into on the spot. It's to take it seriously either way and make sure it actually gets passed on.
What should a worker do in the moment?
Listen without getting defensive, even when the concern is about you personally. Thank the person for raising it, rather than treating the raising of it as the problem. Then pass it on through your organisation's process, promptly and honestly, rather than trying to resolve or talk someone out of it on the spot. A concern that gets smoothed over in the moment, without ever reaching anyone who can actually act on it, tends to resurface later, bigger and with less trust attached.
The reframe worth practising
A complaint is information, not an attack. The person raising it is telling you something is wrong before they've given up on the relationship entirely. Treating it as a gift, however uncomfortable, tends to land very differently than treating it as a threat to manage.
What rights does the person have to complain directly to the NDIS Commission?
Under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018, a person can contact the NDIS Quality and Safeguards Commission directly, at any time, without raising the matter with the provider first. Providers are required to tell people about this right at the start of service and whenever a concern comes up. A worker should never imply that going straight to the Commission is against the rules, will cause trouble, or should be avoided. It's a genuine, protected right.
Why does defensiveness make things worse?
Because the person raising the concern usually isn't asking for a debate about whether they're right. They're asking to be heard, and a defensive response signals that being heard isn't actually available to them here. A worker who can say "that's fair, I'll make sure it gets looked at" without needing to win the point in the moment tends to de-escalate far more effectively than one who explains their way past the feeling underneath the complaint.
What happens after a complaint is made?
Registered providers must have a documented complaints management and resolution system covering how complaints are received, acknowledged and resolved, and it has to be accessible to people with different communication needs and protect the person from any adverse effect for having spoken up. A worker's part is generally complete once the complaint is escalated honestly and promptly, though staying available for follow-up questions is good practice.
How CORA's course fits into this
CORA's course Feedback, Complaints & Speaking Up, part of the Compliance Foundations stream in the course library, covers how workers respond when the person they support or their family raises concerns, and worker rights and obligations around making complaints themselves and supporting others to do so. It builds a worker's understanding and judgement. It does not replace your organisation's complaints management system, which is the actual process any real complaint needs to go through.
If you're mapping this alongside the rest of Compliance Foundations for your team, try the Pathway Builder, free and no sign-up required, or request a demo.
Individual membership
One seat, for one support worker. Full access to the CORA course library, plus your own credential register to upload and track your certificates, and settings you manage yourself. The Workforce Capability Report is part of the organisation plans, not the individual membership. Standalone, and not combinable with organisation tiers.
- Best value 1 year $175 $175 a year Get 1 year
- 2 years $315 $157.50 a year Get 2 years
- 3 years $446.25 $148.75 a year Get 3 years
- Monthly $30/month Spread the cost across the year Pay monthly
See how CORA covers feedback, complaints and the rest of Compliance Foundations
Browse the full course library, or get in touch if you want to talk through what your team's coverage looks like right now.
Try the Pathway Builder Browse the course libraryCommon questions
What's the difference between feedback and a formal complaint?
Feedback is any comment about how support is going, positive or negative, and doesn't necessarily need a formal process. A complaint is a specific expression of dissatisfaction that the person wants addressed and resolved. The line isn't always obvious in the moment, so when in doubt, treat it seriously and pass it up rather than deciding for the person which category it falls into.
What should a worker do when someone raises a concern on shift?
Listen without getting defensive, thank them for raising it, and pass it on through your organisation's process, even if it's about you personally. Trying to resolve or talk someone out of a complaint on the spot, rather than acknowledging it and escalating, usually makes the person feel unheard twice over.
Can someone complain directly to the NDIS Commission instead of the provider?
Yes, at any time, without raising it with the provider first. Providers are required to tell the people they support about this right at the start of service and whenever a concern comes up. A worker should never suggest that going straight to the Commission isn't allowed or will cause problems.
What happens after a complaint is made?
Registered providers are required to have a documented complaints management and resolution system that handles the complaint fairly, keeps the person safe from any adverse effect for having raised it, and works toward resolution in a reasonable timeframe. A worker's part is usually done once it's escalated honestly and promptly.
Sources and further reading
- Complaints about supports and services you provide, NDIS Quality and Safeguards Commission
- Effective complaint handling guidelines for providers, NDIS Quality and Safeguards Commission
This page is general information for support workers and providers, not legal advice. Always follow your organisation's complaints management policy and current NDIS Commission requirements.
← Back to the course library