Handling complaints well as an independent support worker
How to handle complaints as an independent NDIS support worker: your obligations, responding calmly, the participant's right to complain, and how to document and improve.
Why complaints matter more when you work for yourself
Your obligations under the NDIS Code of Conduct
Set up a simple complaints process before you need one
Responding in the moment: stay calm and listen
The participant's right to complain to the NDIS Commission
Document what happened and what you did
Learn from it and improve
Keeping the relationship after a complaint
Frequently asked questions
What should I do first when a participant complains?
Listen without getting defensive and thank them for raising it. Acknowledge how they feel, ask questions to understand exactly what happened, and let them know you'll look into it and come back to them. You don't have to solve it on the spot — a calm, respectful first response matters more than an instant fix.
Can a participant complain to the NDIS Commission about me?
Yes. Every participant can complain to the NDIS Quality and Safeguards Commission about any NDIS service, including yours, whether or not they've raised it with you first. You must never discourage this or let it affect their support. They can call 1800 035 544 or complain online at ndiscommission.gov.au.
Do I need a written complaints process as a sole trader?
It's strongly recommended. A short, plain-English process in your service agreement shows you're professional and makes it safe for participants to speak up. Include how they can raise concerns with you, how you'll respond, and the NDIS Commission's contact details as an independent option.
Should I write complaints down?
Yes. Keep a factual, dated note of what was raised, what you agreed to do, what you did, and whether the person was satisfied. Good records protect everyone if a matter escalates and help you spot patterns. Store them securely in line with your privacy and confidentiality obligations.
Is a complaint the same as a reportable incident?
No, but they can overlap. A complaint is about the quality of your service. A reportable incident involves harm, abuse, neglect or serious risk. If a complaint reveals possible harm, you may need to meet incident-reporting obligations as well — handle both, don't treat them as either/or.
What if the relationship can't be repaired?
If you've genuinely tried to resolve the concern and it still isn't working, it's okay to end the arrangement respectfully, following the notice terms in your service agreement. A clean, fair ending is better for both of you than continuing with unresolved resentment. Keep your conduct professional right to the end.