Glossary
Complaints register
A complaints register is the record of every complaint a provider receives, with how each was acknowledged, investigated, resolved and closed, kept so the provider can show complaints are handled fairly and learnt from.
Why regulators expect one
The NDIS Practice Standards, the aged care standards and the childcare framework each expect a provider to have a complaints system that people can use, and to be able to show how complaints were handled. The register is that evidence. A provider with no complaints on file is more often one that does not record them than one that never receives any.
Categories, thresholds and timeframes are set by the regulator and change; confirm the current requirements with the regulator for your sector before acting on a real case.
What each entry shows
Who complained and about what, when it was received and acknowledged, who handled it, what was found, what was done, when it was closed and whether the person was told the outcome. Corrective actions raised from a complaint are tracked the same way as those from an incident.
Sources and references
This entry describes the term in general. The regulator’s own site is the authority for your service, and requirements change.
Keep the record
The terms are the easy part. The evidence is the work.
Accorda keeps policies, sign-offs, training, incidents and registers audit-ready in one place. Try it free for 14 days, no credit card.