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 to your regulatory schedule — seven years by default — 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 the retention period set for our organisation, and can produce a certificate of deletion when that period ends.”
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Last updated: 30 July 2026 · Print this page for your audit pack.