Trumis / Starter / Audit evidence
Audit evidence: the Trumis complaints channel
What a Trumis intake on your complaints page provides, mapped to the complaint-handling language of common Australian schemes — written to be printed and added to an audit pack alongside your own complaints policy and register.
What this page is not. General information, not compliance advice. A complaints channel supports these obligations; it does not discharge them — your policy, timeframes, resolution practice, records and register remain yours. Standards change: verify references against the current version of your scheme's instrument.
What the channel provides
- An accessible written channel with no forms. People describe what happened in their own words; the channel meets a WCAG 2.1 AA target (see the accessibility statement) with voice and text input.
- Language access. Conversations run in English, 中文, Tiếng Việt, العربية, Ελληνικά and more — no interpreter booking required to lodge.
- Complete complaints, first time. Documents arrive with particulars (who, when, where), the circumstances as confirmed claims, and supporting evidence transcribed and attributed — reducing the call-backs that stall response timeframes.
- Verified addressee. Under a licence, your organisation's identity on documents is registry-verified and your embed is locked to your registered page origins, so the channel cannot be imitated.
- Your records, in your systems. Complaints arrive in your inbox, timestamped by your own infrastructure. Trumis retains an encrypted service copy for up to 24 months under the published privacy and security controls (see security and privacy).
- No barriers to complain. Free for the person, no account, no time limit — supporting the "easy to access, no reprisal" posture every scheme asks for.
Mapping to scheme language
| Scheme | Instrument (verify current version) | The channel evidences | Remains yours |
|---|---|---|---|
| NDIS providers | NDIS (Complaints Management and Resolution) Rules 2018; NDIS Practice Standards — feedback and complaints management outcome | An accessible way for participants and others to make a complaint, with support to articulate it in their own words and language | Your complaints management system: acknowledgement, resolution, records, reportable-incident obligations |
| Aged care | Strengthened Aged Care Quality Standards (from 1 November 2025) — Standard 2, Outcome 2.6 (previously Standard 6) | An accessible feedback and complaints channel for individuals, supporters and workers, in plain language and community languages | Person-centred resolution, open disclosure, timeframes, continuous improvement from complaint data |
| RTOs | Standards for RTOs 2025 — Quality Area 2, Outcome Standards 2.7 (feedback and complaints) and 2.8 (appeals); previously clauses 6.1–6.6 of the 2015 Standards | A channel through which complaints about the RTO, third parties or staff can be made and documented completely | Procedural fairness, response timeframes, appeals process, secure audit-ready complaint records |
| Early childhood | Education and Care Services National Regulations — complaints policy requirements (r.168(2)(o)) and related notification duties | An accessible complaints entry point for families, in the languages your families actually speak | Your complaints policy, regulator notifications, records |
| Any organisation | AS 10002:2022 — Guidelines for complaint management in organizations | The accessibility, no-cost and responsiveness principles at the point of intake | The rest of the complaint lifecycle: assessment, resolution, review, reporting |
One paragraph for your audit pack
“Complaints may be lodged through a conversational intake on our complaints page (provided by Trumis, trumis.com.au), which accepts complaints in writing or by voice, in multiple community languages, with no account or fee, against a WCAG 2.1 AA target. Complaints arrive in our complaints inbox as structured written documents with the complainant's confirmed account and evidence, and are then handled under our complaint-handling policy. Complaint records are held in our own systems; the intake provider retains an encrypted complaint record for up to 24 months.”
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Last updated: 21 July 2026 · Print this page for your audit pack.