Complaints, Feedback and Continuous Improvement — Supporting the Right to Be Heard (NDIS)

When a participant complains or gives feedback, they are exercising a right and telling your service something it needs to know — and the worker who first hears it largely decides what happens next. This practical course builds complaints and feedback capability for support workers and their supervisors. It covers the participant’s right to complain (including going straight to the NDIS Commission); how to receive a complaint well and support someone to make one; the complaints process, recording and escalation; fair, private, retaliation-free handling; and turning feedback into continuous improvement. Every lesson ends with a realistic, fictional scenario.

This course is an educational aid for the care sector, not legal advice or a substitute for your organisation’s complaints policy and supervision. It is non-accredited; no CPD points or accreditation are claimed. Content current as of 29 July 2026. v1.0. Reviewed and approved by Clarity Care’s AHPRA-registered clinician, 29 July 2026.