Feedback and Complaints Policy 

1. Purpose

The purpose of this policy is to establish a clear and effective framework for managing feedback and complaints at Careify Support Services in line with the NDIS Quality and Safeguards Commission requirements. This ensures that participants and other stakeholders can provide input, raise concerns, and have confidence that issues will be addressed respectfully, fairly, and promptly.

2. Scope

This policy applies to all participants, their families, advocates, carers, employees, volunteers, contractors, and any other stakeholders involved with Careify Support Services.

3. Policy Statement

Careify Support Services values feedback and recognises complaints as opportunities to improve service quality and participant outcomes. We are committed to providing accessible, responsive, and culturally appropriate processes for managing feedback and complaints in accordance with the NDIS (Complaints Management and Resolution) Rules 2018 and NDIS Practice Standards.

4. Definitions

– Feedback: Any expression of interest, satisfaction, concern, or suggestion about services or experiences.

– Complaint: A formal or informal expression of dissatisfaction regarding a service, support, employee, decision, or process.

– NDIS Commission: The regulatory body responsible for overseeing the quality and safety of NDIS services.

– Advocate: A person chosen by a participant to support them in expressing their views or making a complaint.

5. Responsibilities

– All Staff: Must be aware of and follow this policy. They are responsible for encouraging feedback and responding to complaints in a timely and respectful manner.

– Managers/Supervisors: Responsible for managing complaints, investigating concerns, ensuring fair outcomes, and maintaining documentation.

– Director/Nominated Complaints Officer: Oversees the complaints system, ensures compliance with NDIS rules, and reports serious complaints to the NDIS Commission when required.

6. Feedback and Complaints Procedures

6.1 Making a Complaint or Providing Feedback

Feedback and complaints can be made by:

– Speaking directly with a staff member or manager

– Emailing or calling Careify Support Services

– Using the Feedback/Complaint Form

– Requesting assistance from a support person or advocate

Participants will be informed of their right to provide feedback or complaints during intake, and regularly throughout their involvement with the service.

6.2 Accessibility

– We ensure all people, including those with disabilities, non-English speakers, and culturally diverse backgrounds, can easily access the complaints process.

– Information will be provided in accessible formats and support will be offered as needed.

6.3 Acknowledgement

– All complaints will be acknowledged within 2 business days of receipt.

6.4 Assessment and Investigation

– Complaints will be assessed for risk and seriousness.

– An impartial person will handle the investigation where possible.

– The complainant will be kept informed throughout the process.

6.5 Resolution

– All reasonable efforts will be made to resolve the complaint within 21 business days.

– If more time is required, the complainant will be updated regularly.

6.6 Record Keeping

– All complaints and resolutions will be documented and stored securely.

– Feedback will also be recorded to track trends and inform service improvements.

6.7 Internal and External Review

– If a person is not satisfied with the outcome, they may request an internal review or escalate the matter to the NDIS Quality and Safeguards Commission.

NDIS Commission Contact:

Phone: 1800 035 544

Email: contactcentre@ndiscommission.gov.au

Website: www.ndiscommission.gov.au

7. Continuous Improvement

– Complaints and feedback are regularly reviewed and analysed to identify trends or systemic issues.

– Outcomes are shared with staff to inform training, service delivery, and policy reviews.

– An annual audit of all feedback and complaints is conducted.

8. Participant Rights

– Participants will be supported to understand their rights and how to provide feedback or make complaints.

– Staff will assist participants to engage an advocate if needed.

– We will never retaliate against someone for raising concerns.

9. Training

– All staff receive training during induction and on an annual basis on:

  – Feedback and complaints procedures

  – Participant rights and advocacy

  – Responsibilities under the NDIS rules

10. Related Documents

– Feedback and Complaint Form

– Complaint Register

– Participant Handbook

– Privacy and Confidentiality Policy

– Incident Management Policy

– Code of Conduct

11. Legislative and Standards Framework

– NDIS Act 2013

Legislation | NDIS

– NDIS (Complaints Management and Resolution) Rules 2018

Legislation, rules and policies | NDIS Quality and Safeguards Commission

– NDIS Practice Standards: Feedback and Complaints Management

NDIS Practice Standards | NDIS Quality and Safeguards Commission

– Privacy Act 1988

Privacy Act 1988 – Federal Register of Legislation