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KindPath Collective Inc

Feedback and Complaints Management Policy

Version 1.0 | Effective: 29 August 2026 | Review: 29 August 2027 | Owner: Director

1. Purpose

To make it genuinely easy for participants, families, workers and others to give feedback or make a complaint about KindPath, and to ensure every complaint is taken seriously and closed out properly.

2. Scope

All KindPath services, staff, contractors, volunteers and family-member workers.

3. Legislative and standards basis

  • NDIS Practice Standards, Module 1: Rights and Responsibilities — Feedback and complaints management.
  • NDIS Code of Conduct.
  • Once registered: NDIS Commission complaints obligations and the participant’s right to complain directly to the Commission at any time (1800 035 544), which KindPath must never discourage.

4. Policy statement

Participants and families can complain about KindPath in whatever way is easiest for them — verbally, in writing, through a support coordinator or advocate, or directly to the NDIS Commission — and are told this explicitly at the start of support, not just buried in a service agreement. A complaint is not treated as disloyalty or an inconvenience; it is treated as useful information.

5. Procedures

  1. At intake, every participant is given, in accessible/easy-read format, how to make a complaint: to their worker, to the Director directly, or to the NDIS Commission.
  2. All complaints — however small, however delivered — are logged in the Complaints Register within 24 hours of being received, including complaints about the Director personally (in which case the complaint is handled by a board/committee member other than the Director once KindPath has a functioning committee; until then, the participant is told directly they can escalate straight to the NDIS Commission).
  3. The person who complained is acknowledged within 2 business days, told roughly how long resolution will take, and kept updated.
  4. Complaints are investigated proportionately — a request for a different worker doesn’t need a formal investigation; an allegation involving safety follows the Safeguarding Policy and Incident Management Policy instead of this policy’s lighter-touch process.
  5. Outcomes are communicated to the complainant in plain language, including what will change (if anything) as a result.
  6. Trends across complaints are reviewed at least twice a year as part of the Quality Management and Continuous Improvement cycle.

6. Roles and responsibilities

  • Director: ensures complaints are logged, actioned and closed out; reports complaint trends into the quality review cycle.
  • Workers: never discourage a participant from complaining, including about the worker themselves.

7. Related documents

Safeguarding Policy · Incident Management Policy · Quality Management and Continuous Improvement Policy · Complaints Register (Module 6)

8. Review

Annually.