Section 73W — National Disability Insurance Scheme Act 2013: Complaints management and resolution system—registered NDIS providers

A registered NDIS provider must implement and maintain a complaints management and resolution system that: (a) is appropriate for the size of the provider and for the classes of supports or services provided by the provider; and (aa) acknowledges the role of advocates (including independent advocates) and other representatives of persons with disability; and (ab) provides for cooperation with, and facilitates arrangements for, advocates (including independent advocates) and other representatives of persons with disability who are affected by the complaints process and who wish to be independently supported in that process by an advocate or other representative; and (b) complies with the requirements (if any) prescribed by the National Disability Insurance Scheme rules for the purposes of this paragraph. Note: Non-compliance with this section constitutes a breach of condition of registration (see paragraph 73F(2)(e) and section 73J).