Shop Online with your NDIS Funding

Complaints and Feedback Policy

Complaints and Feedback Policy and Procedure

  1. Introduction

Inspire Ability values the feedback received from all clients, families and stakeholders of the business. Through the development of robust policy and procedure Inspire Ability intends to utilise all opportunities available to identify areas for improvement and to share positive client and stakeholder feedback and experiences.

  1. Purpose

The purpose of the Complaints and Feedback Policy and Procedure is to provide all clients, families, employees and stakeholders of Inspire Ability the opportunity to make complaints and offer feedback to the organisation. The Complaints and Feedback Policy and Procedure includes clear guidelines on the complaint making process and how the organisation will investigate and resolve complaints.

  1. Scope

The Complaints and Feedback Policy includes all details for making complaints, the investigation and resolution process and the way the information will be shared and used by Inspire Ability to both correct and improve services. Complaints are accepted from all clients, families and carers and other stakeholders of the organisation.

This policy does not include the internal complaints process where an employee may have a grievance with the organisation. This policy can be found in the Employee Handbook (4.7 Personal Grievance Policy and Procedure).

  1. Definitions
    • Complaint: Expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
    • Complaint Management

The process of managing the complaint process when complaints are received to the organisation from an unsatisfied client.

  • Feedback

Information gathered form clients, visitors and stakeholders of the business that provides the organisation with information that may be used for growth and improvement.

  • NDIS Complaints Management and Resolution Rules 2018

A standard of how complaints will be managed and resolved by NDIS accredited service providers.

  • Privacy Act 1988

Australian law which regulates the way personal information about individuals is handled including the collection, use, storage and disclosure of that information.

  1. What constitutes a complaint:
    • The Australian and New Zealand Standard Guidelines for complaint management in organisations - AS/NZS 10002:2014 (AS/NZS Complaint Management Standard) defines complaints as an:

Expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

  • Based on this standard, a complaint includes:
    • A complaint about conduct, service or product – such expressions of dissatisfaction may relate to customer service, quality of service/product, failure to provide information, competence or conduct of staff, errors of judgement or misinterpretation of information, decisions being unfair, unreasonable or lacking in merit, poor administrative processes etc.
    • An internal review of a complaint
    • An external review of a complaint or how the complaint was handled – for example, a complaint to the Ombudsman or another oversight agency.
  • Sometimes, when a person makes a complaint, they will not explicitly use terminology such as ‘complaint’ or ‘dissatisfaction’. They may instead use language such as:
  • I am unhappy about ...
  • I disagree with your decision about ...
  • I don’t think it’s fair that ...
  • I am furious about ...
  • Why didn’t ... happen?
  • The following will not be registered as a complaint
    • A request for information or an explanation of policies or procedures
    • A request for a review of a decision in accordance with the organisation’s procedure or policy for such reviews – unless this is recorded as a complaint about the organisation’s decision-making
    • An expression of concern – where a response or resolution is not explicitly or implicitly expected
    • An expression of opinion – for example, a submission of feedback (where a response or resolution is not explicitly or implicitly expected)
  1. Policy Content

It is the policy of Inspire Ability to have a clear and transparent complaints process in place for both clients, families, employees and other stakeholders of the organisation. It is the responsibility of the Managing Director and all staff to ensure that the policy is followed, and all complaints are dealt with in a respectful and fair manner. Employee internal complaints and grievances are addressed in the Employee Handbook (4.7 Personal Grievance Policy and Procedure).

Inspire Ability’s Management Team will be responsible for the investigation, resolution and documentation of all complaints received by the organisation. The Management Team will also be responsible for ensuring that the Complaints and Feedback Policy is reviewed and updated as appropriate.

Inspire Ability will ensure the following points are adhered to:

  • Information about how to make a complaint is readily available to all clients, families and stakeholders of the business. The Complaints and Feedback Policy is included in the new client welcome pack and details are also available on the Inspire Ability website.
  • All Inspire Ability employees will be trained in the complaint procedure through their initial induction into the organisation and in ongoing updates through staff meetings and professional development. Inspire Ability will ensure that complaints policy and procedure is a regular part of staff meetings and reviews of the policy are undertaken regularly.
  • Any person wishing to make a complaint will be given the necessary information that they need to make the complaint. All employees of the organisation will be able to provide the relevant information to the client on request.
  • Complaints may be made verbally, in writing or any other way that suits the needs of the complainant. Where a complaint is made other than in writing, Inspire Ability employees taking the complaint will record the complaint immediately and ensure that the details are correct by checking them with the complainant.
  • Complaints may be made anonymously and will treated in the same way as any other complaint.
  • Any person wishing to make a complaint will be offered support and assistance to make the complaint. If they prefer to, Inspire Ability will ensure that an external person is available to assist the client in making the complaint if the person prefers.
  • Inspire Ability is aware that at times the process for the complaint making may need to be flexible to suit the nature of the complaint and the person making the complaint. Inspire Ability will take all reasonable steps to ensure that the complaint making process is suited to the complaint and the person making the complaint.
  • All people involved or impacted in any complaint made will be kept informed as to the progress of the complaint investigation and the resolution process.
  • Inspire Ability will ensure that all people making a complaint are treated with respect. Information will be shared with them openly and no adverse action will be taken against any complainant.
  • All complaints will be acknowledged when they are made.
  • All information contained within a complaint will be kept confidential and will only be disclosed if required by law or other appropriate circumstances.
  • Where a complainant wishes to escalate their complaint, Inspire Ability will provide support and assistance to the complainant.
  • Details for making a complaint to the NDIS Commissioner will be made available through the service agreement, NDIS Complaints and Feedback pamphlet and on the Inspire Ability website.
  • Inspire Ability will ensure that the Complaints and Feedback Policy and Procedure is reviewed and updated regularly and in accordance with the organisation Continuous Improvement Policy.
  • Inspire Ability will maintain all complaint records for a period of 7 years and will ensure that all complaint details are collated to show improvement and how the complaint data is used for the betterment of the organisation and service delivery. Where there is a repeated complaint issue, the organisation will investigate the best way to mitigate the complaint and resolve the issue.
  • Inspire Ability will provide complaints reports to the NDIS Commissioner on request.
  • Feedback/Compliments

It is policy of Inspire Ability to collect feedback from clients, families and stakeholders of the business. The feedback can be obtained either verbally, on the Survey Forms or in the form of a written testimonial.

A feedback survey will be sent out at the end of each term via email. The results from this feedback will be collated and discussed with the therapist during their first supervision of the term and followed up on throughout the term.

All feedback and compliments will be recorded. Feedback will be collated and used as a tool for improvement and growth as well as a way to positively reinforce practices and services.

  1. Procedure

The following procedure will be followed when a complaint is made:

  • Listen to the client completely and do not interrupt them. Everyone needs to be heard.
  • Acknowledge the client concern by expressing your understanding of the problem. This helps the client understand that they have been heard correctly.
  • Apologise sincerely for the client’s dissatisfaction and let them know that you want to help them receive a favourable outcome.
  • Provide the client with Complaints Policy Brochure and any other information they may need to make a complaint.
  • Record the details of the complaint or provide the complaint form to the client to complete.
  • A member of the Management Team will investigate the complaint and notify those involved or impacted of progress.
  • The Complaint is resolved and information is shared with the complainant and those involved or impacted by the complaint.
  • The complaint is recorded in the appropriate register, finalised and tabled at the next suitable meeting for discussion and further investigation into resolutions and improvements if indicated.
  • Where a complaint requires escalation or the complainant chooses to escalate the complaint to the NDIS Commission, Inspire Ability will ensure that all relevant details are provided to the complainant. Complaint escalation details are provided to all participants via the organisation Service Agreement, through the Complaints and Feedback policy supplied to all participants on registration with the organisation and on the Inspire Ability web site.
  1. Making a Complaint to the NDIS Commissioner
    • A person may make a complaint to the NDIS Commissioner in relation to an issue arising out of, or in connection with, the provision of supports or services provided by an NDIS provider.
    • A complaint:
      • may be made orally, in writing or by any other means which is appropriate in the circumstances; and
      • may be made anonymously.
    • The complainant may ask the Commissioner to keep any of the following information confidential:
      • the identity of the complainant;
      • the identity of a person identified in the complaint;
      • any other details included in the complaint.
    • The Commissioner must take reasonable steps to ensure that:
      • appropriate support and assistance is provided to any person who wishes to make a complaint; and
      • a person making a complaint, and persons with disability affected by a complaint, are provided with information about accessing an independent advocate.
  1. Policy Review Statement

This policy will be reviewed annually as a part of the ongoing review and continuous improvement of all of the organisations policies and procedures. In the case where changes to legislation and regulations that may impact this policy, a review will be carried out within 30 days of the change to legislation, regulation or other legislative requirements.