Complaints are important as they help us identify issues and improve our services.
All workers are trained in the complaint process and in providing clients with information on the complaints process.
Information on how to make a complaint is provided:
When clients start new services
at any time upon request
annually (for existing clients).
Step 1. Receiving a Complaint
Before submitting a complaint, we encourage the client or their representative to talk to the person they are concerned with. We encourage the person to submit a complaint if something else is needed to fix the problem.
If we become aware that someone wants to make a complaint, we:
Ensure appropriate support and assistance are provided to any person who wishes to make a complaint
Ensure that the complainant or client affected by the complaint knows they can take their complaint to the commissioner.
If a client wants advice or support to make a complaint, we suggest they contact an external advocate or the relevant funding bodies' Complaints Manager (eg NDIS Complaints Commissioner).
Clients, their family/guardians or advocates can complain directly to the commissioner about our services or conduct. If they make a complaint to the commissioner about our conduct or services, we are prepared to: complain directly
Work with the commissioner by providing information, advice and assistance
where possible and appropriate, and work towards a mutually agreed resolution with the client affected by the issue.
Step 2. Recording a Complaint
When recording a complaint, we must capture as much detail as possible to understand the concerns. The information should include:
what happened
where it happened
date and time of the incident
who was involved
any witnesses
what the desired outcome is.
When we receive a complaint we;
acknowledge and assess the complaint in a fair and timely manner
Provide the complainant with expected time frames for actions
Take appropriate action concerning the issues raised in the complaint
Keep accurate details of the complaint
take reasonable steps so complainants or clients affected by the complaint are not adversely affected as a result of making a complaint
ensure that the information provided in the complaint is kept confidential.
Keep accurate information on complaints received, including decisions made, actions taken, and eventual outcomes. Records of complaints must be kept for 7 years from the date of the complaint.
Our complaints records:
enable reviews of any complaints received
assist in identifying any systemic issues raised
allow a better response to the Commissioner, if required
must be stored securely and accessible only by the people handling complaints.
Step 3. Categorising the Complaint
Categorising complaints helps to prioritise based on seriousness.
By law, complaints involving serious incidents may need to be reported to other bodies. When we assess and prioritise complaints, this is per the urgency and/or seriousness of the issues raised.
If a matter concerns an immediate risk to safety or security, the response will be immediately escalated appropriately. In our complaints system, complaints are categorised as follows:
Standard complaints – complaints that involve
dissatisfaction about a decision made,
the conduct of a worker,
how services are being delivered, or
allegations of discrimination
Serious complaints – complaints related to incidents that involve:
fraud
physical or sexual assault, or sexual misconduct of a client committed by an employee
physical or sexual assault, or sexual misconduct of a client committed by another client while in the care of the provider
abuse or neglect
serious unexplained injury
death of a client
unauthorised use of restrictive practices.
Decision - Type of Complaint
Standard - Step 5 or
Serious (requires referral)- Step 4
Step 4. Serious Complaint
Is the complaint related to an incident?
While we are careful to keep all complaints confidential, disclosure of complaints related to serious incidents may need reporting to third parties as required by law.
This includes any complaints related to
a child at risk,
criminal activity, or
a reportable incident.
Decision - Related to an incident?
No (Step 5)
Step 5. Resolving a Complaint
Resolve the complaint keeping in mind:
Procedural fairness must be applied when communicating with the client affected
Procedural fairness must be applied when making decisions
to ensure the client's involvement in the resolution process
to keep the client affected informed during the resolution process
to inform the client affected of the reasons for any decisions made
to provide the client affected ample time to provide feedback, request redress, or review.
Step 6. Following-up the Complaint
After resolving the complaint, we follow up with the complainant to ensure resolution actions are effective.
If the person making the complaint (complainant) is unsatisfied with how it was handled, they can take their complaint to the NDIS Complaints Commissioner. Complaints can also be made directly to the Commissioner. When the Commissioner receives a complaint, the Commissioner may:
Take no further action, such as when:
The complaint was not valid
There wasn’t enough information provided
The complaint or issue has been resolved or in the process of being resolved
The complaint was withdrawn
The complaint was referred to another agency or body
provide assistance or advice to the complainant or client affected by the issue, and the provider
Start a resolution process, which may:
require the provider to try and resolve the issue
request the related parties resolve through conciliation
require the provider to take remedial action to resolve the complaint or issue
involve other actions as deemed appropriate by the Commissioner
Arrange an inquiry:
if there are concerns regarding the issues connected to the complaint
if there are concerns regarding a series of complaints.
Complaints to the Commissioner may be referred to other agencies or bodies if needed. This could include any complaints relating to:
Non-compliance with the NDIS code of conduct
inappropriate or unauthorised use of restrictive practice
employee screening issues, e.g. if an employee of the provider was found to have a criminal history (for more information, refer to the Worker Screening Policy)
incidents relevant to other bodies (police, consumer affairs agencies or other regulatory bodies).
Step 7. Reviewing the Complaint
Review the complaint, including:
the cause
the resolution
follow up feedback
lessons learned.
Document the review, as it will assist in the continuous improvement process.
Step 8. Monitoring Complaints (ongoing)
At regular intervals, key managers review all complaints recorded to:
Check that complaints are being resolved in a timely fashion
Look for patterns that might indicate systemic issues
Look for patterns that indicate improvements.
Key managers should review complaints on an ongoing basis to identify organisational opportunities for improvement.
This includes reviewing individual complaints and looking for trends to identify opportunities for systemic improvements, including improvements to the complaints process.
