Complaints Management Policy and Procedure

• Purpose
• Scope
  • Definitions
• Policy
• Procedure
  • Complaints information
  • Who can make a complaint
  • How to make a complaint
  • What happens when there is a complaint
  • Advocacy Support Services
  • Contacts
  • Responsibility
  • Related Documents

Purpose

We welcome feedback for improvement. We are committed to good complaints management. This sets out how we do it.

Scope

This policy applies to all:

• organisation managed sites
• staff, including management, contractors and volunteers
• NDIS participants and the support networks they choose.

Definitions

• Advocate: Someone who helps people speak up for themselves.
• Feedback: Telling people how things are going or making a suggestion.
• Compliment: A positive comment about someone or something.
• Complaint: A negative comment about someone or something, where a response is expected.
• Grievance: A formal complaint lodged by staff. The complaint could be about other staff or the organisation. These are usually managed in line with the Complaints and Disputes Resolution Flowchart.
• Independent body: An organisation not connected with a provider. They provide information, and sometimes investigation, mediation or registration.

Policy

We promote feedback and improvement. We provide opportunities for feedback. Where feedback identifies an improvement, it will be logged on the Continuous Improvement Register.

All stakeholders in the complaints management system benefit at all times from all provisions contained in the National Disability Insurance Scheme (Complaints Management and Resolution) Rules that are located here https://www.legislation.gov.au/F2018L00634/latest/text.

We follow the principles of procedural fairness and natural justice as outlined in these Rules. We have effective, person-centred complaints resolution.

We will ensure when a complaint is made, that reasonable steps are taken to ensure that:

1. A person making a complaint is not adversely affected as a result of making the complaint.
2. Information provided in a complaint is kept confidential and only disclosed if required by law or if the disclosure is otherwise appropriate.
3. The person making the complaint, and any participant affected by an issue raised in a complaint are appropriately informed of the process of the complaint, including any action taken, the reasons for any decision to be made, and options for review of the decision.
4. Appropriate records of complaints (details, actions, outcomes) are kept for 7 years from the date the complaint was recorded.
5. The records of complaints enable:
   1. the review of issues raised
   2. the identification of systemic issues by aggregating this information in a register
   3. the reporting of complaints to the Commissioner.
6. The complaint can be referred or notified to any other bodies following any requirements under relevant Commonwealth, State or Territory laws.

Staff will respond to most feedback directly. Management is responsible for complaints that:

• are serious or unresolved
• require investigation or review
• involve independent bodies.

The complaint management stages include:

• lodgement
• acknowledgment of complaint
• assessment
• investigation
• communication
• response
• closure.

Procedure

Complaints information

Our Participant Handbook outlines this policy in easy read format. This is provided at intake. Complaints information is provided in a way that is easiest for each person to understand.

This policy is also summarised in the Staff Handbook. This is part of induction.

Who can make a complaint

Anyone can raise a complaint. This includes:

• a participant
• family members
• an advocate
• a community member
• another provider
• staff (noting this may be a grievance)
• an independent body like the Commission.

People can make a complaint without being worried. Staff will be respectful. Services will continue. But people can choose to complain anonymously. This just means we cannot ask questions or explain the outcome.

How to make a complaint

Complaints can be made:

• by telling staff
• calling us
• writing or emailing
• with the help of another person.

Everyone has the right to an advocate. They can be involved at any time in the process. Staff will work respectfully with advocates or other support people, where they have consented to share information Consent to Share Information Form.

Complaint and advocacy contacts are at the end of this procedure.

What happens when there is a complaint

Staff will:

• acknowledge feedback within two days
• listen to find out more
• let people know about advocacy
• fix the issue quickly if possible
• let people know the outcome
• apologise if appropriate
• inform people of their options if not satisfied
• report.

For more serious complaints, management will:

• investigate and consult
• keep people informed
• fix the issue within 30 days if possible
• let people know the outcome
• apologise if appropriate
• inform people of their options if not satisfied
• provide information to independent bodies if appropriate
• review for continuous improvement.

Complaints are documented on the Complaints Register. Improvements are documented on the Continuous Improvement Register.

Any complaint alleging an external compliance breach or serious misconduct will be managed as an incident. This will be in line with the Incident Management Policy and Procedure.

Information is stored securely. It is only shared if needed, in line with the 1.3 Privacy Policy.

Auditors review complaint records.

Advocacy Support Services

National Disability Advocacy Program (NDAP) The National Disability Advocacy Program (NDAP) provides people with disability access to effective advocacy support. This support promotes and protects the rights of people with disability by helping to remove barriers to their full and equal participation in the community. Find out more about the NDAP at http://dss.gov.au/national-disability-advocacy-program

Disability Gateway The Disability Gateway is a free, Australia-wide service. It helps all people with disability, their families and carers to find trusted information and connect to services in their area. You can either: call 1800 643 787 Monday to Friday, 8am to 8pm AEST/AEDT visit http://www.disabilitygateway.gov.au

Disability Advocacy Support Helpline The Disability Advocacy Support Helpline provides short term and phone-based disability advocacy support, no matter where you live in Australia. The Helpline may refer you to other supports in your local area based on your individual needs. For more information about the Helpline, visit the https://www.dss.gov.au/disability-and-carers-programs-services-for-people-with-disability-national-disability-advocacy-program/disability-advocacy-support-helpline. There are Easy Read, Auslan and translated resources.

To request disability advocacy support, you can either:

• visit http://www.disabilitygateway.gov.au
• fill out the https://www.disabilitygateway.gov.au/contact-us-form

Ask Izzy You can also find an advocacy support provider near you by visiting Ask Izzy at http://askizzy.org.au/disability-advocacy-finder (link is external)

National Disability Abuse and Neglect Hotline The National Disability Abuse and Neglect Hotline is a free, independent and confidential service for reporting abuse and neglect of people with disability. You can either: call 1800 880 052 Monday to Friday, 9am to 7pm AEST/AEDT

Contacts

Our Office (Enter details) Email: feedback@harmonysupport.com.au Phone: 07 2113 2833 Website: www.harmonysupport.com.au Contact: Operations Manager / Feedback & Complaints officer

NDIS Commission (for complaints about a provider) Phone: 1800 035 544 TTY: 133 677 Web: www.ndiscommision.gov.au

National Relay Service www.relayservices.gov.au

Interpreter Service Phone: 131 450 Phone: 1800 131 450 Web: http://www.tisnational.gov.au/

Auslan Service Phone: 1300 287 526 SMS: 0409 143 980 Web: http://www.auslanservices.com/contact/

Advocacy Finder Web: www.disabilityadvocacyfinder.dss.gov.au/disability/ndap/

NDIA (for complaints about the NDIA or an NDIS plan) Phone: 1800 800 110 Web: http://www.ndis.gov.au

Australian Health Practitioner Regulation Agency – AHPRA (for complaints about registered health professionals) Phone: 1300 419 495 Web: http://www.ahpra.gov.au

Office of the Australian Information Commissioner (for complaints about privacy) Phone: 1300 363 992 Web: http://www.oaic.gov.au

Commonwealth Ombudsman (for complaints about Australian government) Web: http://www.ombudsman.gov.au

Responsibility

Management is responsible for:

• train staff on complaints Management
• asking for feedback
• investigating and acting on complaints
• checking this policy is followed
• reviewing for continuous improvement.

Staff are responsible for:

• following procedures
• responding to feedback.

Participants and their support networks are responsible for:

• treating others respectfully
• raising any concerns.

Related Documents

Complaints and Dispute Resolution Flowchart Complaints Register Continuous Improvement Register Participant Handbook Easy Read Participant Handbook Consent to Share Information Form 1.3 Privacy Policy Incident Management Policy and Procedure Training and Development Register Human Resource Management Policy and Procedure Induction Policy and Procedure

DMS Information

Document Type: Policy and Procedure Status: CURRENT NDIS Reference: 2.5 Feedback and Complaints Management