Managing Client Complaints

This course is one of two modules designed to help you meet the NDIS Commission's requirements for complaints management.

The NDIS Practice Standards require all workers to understand how to recognise, respond to, and manage complaints appropriately. By the end of this module, you will have a better understanding of:

• What a complaint is.
• How support workers should respond to complaints.
• How to respond to complaints in a respectful and positive way.
• How complaints can be used to improve the quality of supports and services.

These eLearning modules have been written in plain English and focus on the key complaints management requirements relevant to both support workers and managers.

If you are responsible for supervising staff or managing complaints, you should also complete the Managing Complaints for Managers module.

Important Disclaimer

This course is provided for information and educational purposes only. It is designed to increase your understanding of the topic and provide theoretical knowledge to support your professional development.

Upon successful completion, you will receive a Certificate of Completion. This certificate confirms that you have completed the learning content and any associated assessments within this course. It is not a formal qualification, nationally recognised certification, licence, or accreditation, and it does not, on its own, demonstrate practical competency or authorise you to perform workplace tasks.

This course provides the theoretical knowledge required to support safe manual handling practices. It is not a substitute for practical workplace training, supervised competency assessments, organisation-specific policies and procedures, or workplace-specific manual handling instruction.

Where practical skills are required, learners must complete any additional hands-on training, workplace induction, competency assessments, and ongoing supervision required by their employer or applicable legislation.

It is the responsibility of each learner and their employer to ensure that all work is carried out in accordance with current workplace policies, relevant legislation, applicable Australian Standards, and industry best practice.

By undertaking this course, you acknowledge and agree that the Certificate of Completion is evidence of participation only and should not be relied upon as proof of professional competence or eligibility to perform manual handling tasks without appropriate workplace training and assessment.