Section 3: Handling Complaints and Resolving Ethical Dilemmas

All complaints, including verbal ones, must be recorded and responded to by the provider.

It is acceptable to dismiss a participant’s complaint if you believe it is trivial.

Providers must have a formal complaints management policy in place.

Participants have the right to escalate complaints directly to the NDIS Commission.

What is the most appropriate first step when a participant makes a complaint?

What is the purpose of having a complaints system in place?

Match the term to the definition

What are ethical ways to respond to a participant complaint?

Which practices support ethical dilemma resolution in NDIS service delivery?

Which of the following are features of a good complaints management process?

What are ethical ways to respond to a participant complaint?

A _________ is any expression of dissatisfaction with services provided.

_______dilemmas often require balancing rights, responsibilities, and legal obligations.

Why is it important to document complaints properly?

It’s acceptable to ignore minor complaints if you believe the participant is overreacting.