The Complaints feature allows NDIS providers to securely capture, triage, action, and resolve participant and client complaints directly within ShiftCare.
This feature provides a guided intake process, a single searchable register, and an exportable file, replacing ad-hoc spreadsheets and emails to support your NDIS complaint-handling obligations.
In this initial rollout, access to the Complaints feature is restricted to Admin roles only. To view, create, or manage complaints, your role must have the appropriate Manage Complaints permissions enabled.
The Complaints Register
The Complaints Register is your central hub for tracking all open and closed complaints across your organisation.
Navigate to Complaints from the sidebar menu.
At the top of the register, you will see quick-glance statistics:
Total Open: Number of complaints currently being investigated.
Critical Risk: Number of active complaints flagged as critical.
Resolved This Month: Number of complaints successfully closed in the current month.
The register defaults to showing 100 rows per page for fast scanning. You can use the filter bar at the top of the table to narrow down your view by:
Status (e.g., Open, Resolved, Withdrawn)
Risk Level
Category (e.g., Service delivery, Staff conduct, Billing, Safety)
Assignee (The staff member responsible for the complaint)
Participant (The client involved)
Date Range
Click on any row in the register to open the full details of that complaint.
Lodging a New Complaint
To record a new complaint, click the 'Lodge a Complaint' button in the top right corner of the register. This opens a guided intake process to ensure all details are captured consistently.
Enter the core information, including the Title, Description, Category, Date Received, and the Assignee responsible for managing it. You can set a Due Date for resolution as well.
Tick the Private checkbox if the complaint contains highly sensitive information and should only be visible to restricted admin roles. Click 'Next'.
Link the complaint to a specific Participant by searching your existing ShiftCare clients. Next, enter the details of the Complainant (the person who raised the issue) and the Representative/Advocate. You can specify their relationship to the Participant and record their contact details here. Click 'Next'.
Assign a Risk Level to the complaint (Low, Medium, High, or Critical). You can also tick the Safety Concern checkbox if there is an immediate safety concern, and add any risk assessment notes. Click 'Submit'.
Once submitted, the system will generate a unique CMP reference number.
Managing a Complaint's Lifecycle
Once a complaint is lodged, you can track its progress and update its details by clicking the record to open the Complaint Summary page.
On the right side of the screen, you will see the Lifecycle sidebar. This tracks the journey of the complaint, highlighting its current stage.
To advance a complaint through its lifecycle, click the 'Move Status' button. The system will guide you through the valid next steps:
Received → Acknowledged → Under Investigation → Awaiting Response → Resolved → Closed (or Withdrawn).
You can update information at any time by clicking the 'Edit' button on the different sections in the Complaint Summary page.
Exporting Complaints
If you need to provide evidence for an NDIS audit or management review, you can easily export your filtered register.
Apply your desired filters on the Complaints Register page and click 'Export CSV'.
Because large exports can take time, the system processes this in the background.
The file will automatically be downloaded when it's done, or you can download it from the Download Center at the bottom of the sidebar menu.
If a user exports the register, any complaints marked with a 'Private Flag' will only be included in their CSV file if their specific role has permission to view private complaints.
Frequently Asked Questions (FAQs)
Why can't I see the Complaints menu?
Access to Complaints is gated by your user role. If you cannot see the menu, please check with your Account Owner to ensure your specific role has the 'Manage Complaints' permission enabled.
Can I link a complaint to a client who isn't in ShiftCare yet?
Yes. While linking a complaint to an existing ShiftCare Participant profile is recommended, you can manually enter the details of the Participant and Complainant during the intake process without linking an existing profile.
Can I reopen or withdraw a complaint?
Yes. Using the 'Move Status' button, you can mark a complaint as 'Withdrawn' if the complainant retracts it, or reopen a 'Closed' complaint if further investigation is required.
For further assistance with Complaints Management, please contact our Support team using online chat when you're logged into ShiftCare or email our Support team at support@shiftcare.com.