How to Handle Complaints and Disputes in Your NDIS Business

Turn challenges into opportunities for growth and improvement.

Managing complaints and disputes is an inevitable part of running an NDIS business, but how you handle these moments can set you apart. A well-managed complaint process helps build trust, improve services, and even strengthen client relationships. Here’s how to approach complaints and disputes with professionalism, empathy, and a clear structure.

1. Listen Actively and Acknowledge Client Concerns
When a client raises a complaint, your first priority is to listen and show that their concerns are taken seriously. Empathy and understanding set the tone for resolution.

Show Empathy: Acknowledge their feelings and let them know you understand their perspective.

Avoid Interrupting: Let them share their full story before responding. It shows respect and allows you to fully grasp the issue.

Ask Open-Ended Questions: Invite them to elaborate with questions like, "Can you explain more about what happened?"

2. Respond Promptly and Professionally
Timely action demonstrates your commitment to resolving the issue and can often diffuse tension early.

Acknowledge Quickly: Even if the issue requires investigation, let them know within 24 hours that their concern has been received.

Set Clear Expectations: Be upfront about how long it may take to resolve the issue and keep them informed of any updates.

Stay Calm and Professional: Even in emotionally charged situations, maintain your professionalism to reassure clients you are dedicated to finding a solution.

3. Document Complaints and Actions Taken
Thorough documentation ensures transparency, supports compliance, and helps identify patterns for improvement.

Maintain a Complaint Log: Record key details like the complaint, dates, actions taken, and the outcome.

Secure Records: Store all documentation confidentially in line with privacy regulations.

Look for Trends: Regularly review complaints to uncover recurring issues and take proactive steps to address them.

4. Follow a Clear and Fair Complaints Resolution Process
A structured complaints resolution process ensures fairness, consistency, and clarity for everyone involved.

Outline the Steps: Clearly communicate each stage of the resolution process, from acknowledgment to resolution.

Provide Written Summaries: Once resolved, share a written summary of the actions taken to provide closure for the client.

Apply Fairness Consistently: Treat all complaints with equal care and professionalism, no matter the situation.

5. Train Your Staff in Handling Complaints
Your team plays a crucial role in managing complaints. Equip them with the skills and confidence to handle disputes effectively.

Offer Regular Training: Provide ongoing education in conflict resolution, active listening, and de-escalation strategies.

Role-Play Scenarios: Practice handling realistic situations so staff feel prepared for real-world interactions.

Empower Staff: Allow team members to resolve minor issues on their own, which can lead to faster outcomes.

6. Protect Confidentiality and Privacy
In the NDIS sector, confidentiality is key to maintaining trust and respecting clients’ rights.

Limit Information Sharing: Only involve team members directly handling the complaint.

Respect Client Privacy: Keep discussions about complaints private, even among staff.

Follow Privacy Regulations: Ensure your processes comply with privacy laws and NDIS standards.

7. Seek Feedback After Resolution
Once the issue is resolved, ask the client for feedback on the process. This reinforces your commitment to improvement and shows clients they are valued.

Ask About Their Experience: Gain insights into how they felt about the resolution process and what could be improved.

Thank Clients for Feedback: Show gratitude for their input, even if the feedback is critical.

Use Feedback to Improve: Take their suggestions seriously and implement changes to prevent similar issues in the future.

8. Know When to Escalate to the NDIS Commission
Some complaints may need to be escalated to the NDIS Commission, especially in cases involving serious concerns or allegations.

Understand Reportable Incidents: Be familiar with the types of issues that require reporting, such as abuse or neglect.

Document Escalation Steps: Keep clear records of how and when complaints are escalated to ensure transparency.

Follow Reporting Standards: Adhere to NDIS protocols to ensure compliance and provide necessary details.

Final Thoughts: Turning Complaints into Opportunities for Growth

Complaints are more than just problems to solve—they are opportunities to improve and strengthen relationships with your clients. By handling complaints with empathy, professionalism, and a clear process, you can turn challenging situations into positive outcomes that benefit your clients and your business.

Want to dive deeper into strategies for handling complaints and improving client relationships?

Learn more inside my Bestie in Business program.

This program is packed with actionable strategies to help you manage disputes, build trust, and create a resilient, client-centred NDIS business.

Join today and gain the tools to turn challenges into growth opportunities while transforming your approach to client relationships.