Step 3: Communicate the decision
Regardless of the decision, principals must aim to respond to the request within 10 business days.
Accepting the request
To accept a request, principals advise the parent/carer that the request has been approved using the template available on the Resources tab.
Accepting requests outside of school hours
If schools approve NDIS-funded therapy at school outside of school hours, they must take steps to avoid extending duty of care. The principal must outline the school's role and responsibilities in the License Agreement. The License Agreement must also inform the parents/carers of their responsibilities, including supervision. For more information, read: Duty of Care: Requests outside school hours.
Declining the request
To decline a request, principals must advise the parent/carer that the request has been declined using the template available on the Resources tab.
Complaints and dispute resolution
Schools must manage complaints following:
- the department’s Complaint Resolution policy
- their own local complaints policy.
The first step is for schools to acknowledge the complaint in a timely manner and work with families to resolve concerns at the school level wherever possible.
If a resolution can't be reached at the school level, the principal will forward the complaint to the department’s regional office. Refer to Complaint Resolution for more information.
If principals need support, they can contact their Community Liaison Officer or SEIL.
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