Complaints & Feedback
Purpose
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This policy guides staff of the process and practice of effective complaint management. It takes into consideration the National Disability Insurance Scheme Act 2013 (the Act) and National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 (the Rules). The intent is to deliver safe and quality support and services to all clients, inclusive of people with a disability.
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What is a Complaint?
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A complaint is an expression of dissatisfaction with a support or service, including how a previous complaint was handled, for which a response or resolution is explicitly or implicitly expected.
A person does not necessarily have to expressly state that they wish to make a complaint to have an issue or concern dealt with as a complaint. Regardless of whether it is a big or small issue, if it is treated seriously, it demonstrates to the person that their input is valued to improve the services being delivered. (1 National Disability Insurance Scheme Act 2013, s 4)
It is a guiding principle of the National Disability Insurance Scheme Act 2013 (NDIS Act) that people with disability have the same right as other members of Australian society to pursue any grievance. (NDIS Quality and Safeguards Commission 7)
Complaints Management Workflow
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Complaints Management & Resolution
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True Float is committed to a positive complaints culture, from the highest levels of management to frontline staff. They provide the foundation on which all other components of a quality service delivery and management can be built.
Complaints are a way to identify problems with service delivery and how they can be fixed. Fostering an organisational culture that values and learns from complaints is an important way we can meet people’s needs and continuously improve our services.
Empowering people to speak up goes to the very heart of people feeling valued and respected as equal citizens in their community.
If a person affected by an issue raised in a complaint has an advocate or substitute or informal decision maker, these people may be included and recognised in the complaints management and resolution process, depending on their role in the life of the person making the complaint and the wishes of the complainant.
The complaint process will include communication processes suited to the needs of the individual making the complaint in an appropriate way that meets their needs.
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Complaint Process
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The complaint process will be transparent, accessible and includes:
• a clear communicated process of how the complaint will be managed;
• include a clear documented process to receive and resolve complaints;
• enables people who are using services know how to make a complaint to the service provider and to the NDIS Commission;
• include reasonable steps being taken for example through staff training and written information available for people about complaints, to ensure that no person is adversely affected because of making a complaint or assisting the NDIS Commission in relation to a complaint.
Complaints will follow the following principles:
• Be provided in writing for complaints of a more significant nature;
• A complaint can be received in any format to accommodate the individual's capacity and capabilities.
• Any person could make a complaint, including anonymously lodging a complaint about support or services provided.
• Complaints will be dealt with directly and quickly at the point of service, unless the complaint requires further investigation.
• The process will be easy and accessible with the intent of resolving complaints quickly and fairly.
Complaints are:
• acknowledged, assessed and resolved in a fair, efficient and timely manner most complaints will be dealt with within 24 hours of receipt,
• appropriately actioned in relation to issues raised in complaints,
• actioned for reasonable steps to ensure any person who makes a complaint, and
• any affected person is advised how to make a complaint to a larger consumer body such as: the NDIS Commission or Consumer Affairs, and that the appropriate information or assistance is provided to contact the overseeing body to the complaint.
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Reviews
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A review process is available to issues raised in complaints, and identify and address systemic issues and actions identified through the complaints process. The process of review is the responsibility of the company Director.
The complaints process is reviewed annually by the Director and the Centre Manager to ensure it remains effective. The review will include:
• the identification and resolution of systemic issues raised through the complaints management and resolution process.
• the evaluation of statistical and other information about complaints for quality improvement purposes and can be provided to the NDIA Commissioner, on request.
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Procedural Fairness
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The rules relating to the complaints management and resolution system are underpinned by the principles of procedural fairness when dealing with a complaint. The NDIS Commission guidelines on procedural fairness, are noted and have assisted in forming this policy. NDIS (Procedural Fairness Guidelines) 2018.
All True Float staff are aware of their need to comply with the NDIS Code of Conduct.
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Referring Complaints
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True Float complies with relevant mandatory reporting, work health and safety laws and will as required ensure that complaints are referred or notified to other regulatory bodies, if required by law such as:
• Police
• Work Health and Safety
• NDIS Quality and Safeguards Commission
• Fair Trading NSW
