A complaints process that cannot be quietly walked back
Received, acknowledged, investigating, resolved. The status path is a database trigger, not a convention. Flag a complaint to the NDIS Commission and the date is write-once.
Request early accessComplaints register. Four complaints at the received, acknowledged, investigating and resolved stages.
An illegal status jump is rejected outright
A complaint moves through received, acknowledged, investigating, resolved and closed, or is withdrawn. The path is enforced by a database trigger, so a stage cannot be skipped from the form.
- Trigger-enforced · The status machine lives in the database, not in the form.
- Acknowledgement recorded · When a complaint is acknowledged, the time is stored against it.
- Every change audited · Each handling change writes to the audit log.
Complaint history. Each stage moves through the enforced status path.
Once the Commission is told, that fact stays told
Flagging a complaint to the NDIS Commission writes a date that cannot be removed afterwards. Escalation is one-way by design.
- Write-once date · The notification date cannot be cleared or edited later.
- Visible on the record · The escalation shows on the complaint.
- Audited, never exposed · The complainant's own words never reach the audit log.
An escalated complaint. The notification date is write-once and the complainant's words stay out of the log.
Every complainant lands in the same register
Record feedback from a participant, a family member, a worker, anonymously or from another party. The intake details freeze the moment they are saved; only the handling moves.
- Anonymous is supported · A complaint can be recorded as raised anonymously.
- Intake freezes on save · What was said at intake cannot be edited afterwards.
- Managers only · Administrators and coordinators handle the register.
Raised-by types. Every route creates the same record type with the same workflow.
Any questions?
Can a complaint skip a status?
No. The status path is a database trigger, so an illegal jump is rejected rather than warned about.
Can a Commission notification be withdrawn?
The notification date is write-once. It cannot be cleared or edited after the fact.
Is the complaint text written to the audit log?
No. Every handling change is audited, but the complainant's own words are not written to the log.
Can someone complain anonymously?
Yes. A complaint can be recorded as raised anonymously and runs the same workflow.
Who can see the complaints register?
Administrators and coordinators only.
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