Shipping August 2026. This feature is not yet available in Teiro -- this page describes what it will do and why it matters at your next audit.

Complaints & feedback

A complaint is not an incident. Soon, Teiro will treat it like the separate requirement it is.

Teiro will add a dedicated complaints and feedback register, built alongside incident reporting rather than bolted onto it, so a complaint about a late carer or a missed call has somewhere to live that is not a spreadsheet and is not an incident report stretched to fit.

This page is here early on purpose. The register is not built yet, and we would rather tell registered providers what is coming and when, than stay quiet until it ships.

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The distinction that costs audits

A complaints and feedback register is mandatory under both the NDIS Practice Standards and the Aged Care Quality Standards, and it is asked for at almost every audit. It is not the same thing as an incident register, and conflating the two is one of the more common ways a provider fails an audit item.

A daughter ringing to say her mum’s carer is always ten minutes late is not an incident. It is a complaint. It must be logged, acknowledged, actioned, and closed within a timeframe, with a record of each step. Most providers we talk to keep this in a spreadsheet today, if they keep it anywhere consistent at all.

What a compliant complaints process actually requires

This is worth getting right independently of any software, so here is what the two frameworks expect in practice, without us inventing a specific clause number or a specific number of days neither has published as a flat rule.

Acknowledgement is the part auditors check first

Both frameworks expect a complaint to be acknowledged within a reasonable timeframe of being received, not left to sit until someone gets around to it. An auditor will typically ask to see the date a complaint came in and the date it was acknowledged, side by side. A spreadsheet with no acknowledgement column cannot answer that question.

A record of actions, not just an outcome

It is not enough to note what was eventually decided. A defensible complaints process records what was done in response, at each step, by whom -- the same way an audit trail works for any other compliance record. "We spoke to the carer" needs a date and a name attached to it.

The complainant needs to be told what happened

Closing a complaint internally is not the same as closing the loop with the person who raised it. Whether the complainant was informed of the outcome is its own question, separate from whether an outcome was reached at all, and it is one auditors ask directly.

An incident register answers a different question

Incident reporting exists to capture harm, or the risk of harm, to a person, and to feed mandatory notification obligations to the NDIS Commission or the Aged Care Quality and Safety Commission. A complaint is about dissatisfaction with care, communication, or service, and it does not need to involve harm at all. A carer running ten minutes late, over and over, is never going to meet an incident threshold. It is still a complaint, and it still needs to be logged, acknowledged, actioned, and closed. Filing it as an incident to make it fit somewhere is exactly the conflation auditors flag.

What the register will track when it ships

Modelled the same way as Incident Reports, so it gets the same generic renderer, permissions, activity log, and reporting machinery, rather than a one-off screen bolted on beside it.

Who complained, and their relationship to the client

The client themselves, a family member, an advocate, a worker, or someone external. The relationship matters for how the complaint should be handled and who needs to be kept informed.

Date received, channel, and what it concerns

Teiro will record the date and the channel a complaint arrived by (phone, email, in person, and so on), and whether it concerns a client, a worker, a service, or the organisation, alongside a plain description of what happened.

Acknowledgement, actions, and outcome

Teiro will capture the acknowledgement date and who acknowledged it, actions taken with a running audit trail, the outcome and resolution, the date closed, elapsed time open, and whether the complainant was told the outcome.

An open and overdue view, and an export for audit

Because the acknowledgement and closure timeframe is the real compliance risk, coordinators will get a dedicated view of complaints that are open or running overdue, and a straightforward export when a complaints register needs to be handed to an auditor.

What this will not cover on day one

The first version will not include anonymous complaint intake, a self-service portal for complainants, or tracking a referral escalated to the NDIS Commission or the Aged Care Quality and Safety Commission as a separate external process. Those are noted for later, not built into this first release.

Incident reporting is real and available in Teiro today -- see incident reporting. The complaints and feedback register described on this page is not; it is a planned addition, shipping August 2026.

Frequently asked questions

What is the difference between a complaint and an incident?

An incident is a real or potential harm event, the kind of thing that can trigger a mandatory notification to the NDIS Commission or the Aged Care Quality and Safety Commission. A complaint is dissatisfaction with care, communication, or service, and it does not need to involve harm at all. A daughter ringing to say her mum’s carer is always ten minutes late is not an incident. It is a complaint, and it needs its own record: logged, acknowledged, actioned, and closed within a timeframe, with each step recorded. Treating it as an incident, or not recording it anywhere, is a common way to fail an audit item.

Does Teiro have a complaints register yet?

Not yet. A dedicated complaints and feedback register, separate from Incident Reports, is planned to ship in August 2026. Incident reporting is live in Teiro today, but a complaint that is not also a reportable incident has nowhere dedicated to live in the product until this ships.

Is a complaints and feedback register mandatory for an NDIS or aged care audit?

Yes. Providers registered under the NDIS Practice Standards and providers assessed against the Aged Care Quality Standards are both expected to have a documented complaints and feedback mechanism, and it is a routine item at audit. Assessors typically want to see how a complaint was logged, whether it was acknowledged within a reasonable timeframe, what actions were taken, and whether the complainant was told the outcome, for a sample of actual complaints, not just a policy document describing the process.

What will the complaints register track when it ships?

Who complained and their relationship to the client, the date and channel it was received, what it concerns and a description, the acknowledgement date and who acknowledged it, actions taken with an audit trail, the outcome, the date closed and elapsed time open, and whether the complainant was told the outcome. Coordinators will also get an open/overdue view and an export for audit.

Tell us what your complaints process needs

The register ships August 2026. If you want a say in the fields before it's built, or just want to talk through how you handle complaints today, book a time with us.