Complaint Management

Will Holmes à Court
Will Holmes à Court
Last updated 
Who can make a complaint, and how complaints are recorded, categorised and resolved

Overview

Introduction
This policy concerns complaints made to HWH, not complaints about the funding body.
  • All complaints are taken seriously, 
  • all people are treated fairly and 
  • all corrective actions were completed on time.
Applies to
  • clients who want to submit feedback or make a complaint
  • All feedback and complaints are received regardless of the source.
  • applies to all HWH managers and staff

Related Items

Processes

Policy

Outcome
Each client has knowledge of and access to the provider's complaints management and resolution system. Complaints and other feedback from all parties are welcomed, acknowledged, respected and well-managed.

Indicators
  • A complaints management and resolution system is maintained. It is relevant and proportionate to the scope and complexity of supports delivered and the size and scale of the organisation.
  • The system follows principles of procedural fairness and natural justice and complies with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018, and the NDIS Practice Standards and Quality Indicators (Nov. 2021 v.4, p. 9)
  • Each client is provided with information on giving feedback or making a complaint, including avenues external to the provider and their right to access advocates. There is a supportive environment for anyone who provides feedback or complains.
  • Demonstrated continuous improvement in complaints and feedback management by regular review of complaint and feedback policies and procedures, seeking client views on the accessibility of the complaints management and resolution system, and incorporating feedback throughout the provider’s organisation.
  • All workers are aware of, trained in, and comply with the required procedures concerning complaint handling.
Our commitment
We are committed to Complaint Handling. We will:
  • implement and maintain a complaint management system
  • make sure people can easily make a complaint
  • deal with all complaints fairly and quickly
  • Have information available on how to: 
    • submit a complaint 
    • submit a complaint to the NDIS Quality and Safeguards Commissioner (the Commissioner) 
  • keep records of all complaints received.
Who can make a complaint?
Anyone can make a complaint, including:
  • a client
  • a client's family or guardian
  • a client's financial manager
  • an advocate
  • an employee
  • a community visitor
  • a professional
  • a member of the public.
Complaints can be made:
  • in person
  • by email
  • in writing
  • by phone
  • on the web.
Complaints can be made about any part of the quality or delivery of our services, such as if there is dissatisfaction:
  • with the way services are provided
  • with decisions we have made
  • about the conduct of our employees
  • about personal information not kept private.
Complaints can be made anonymously. Complaints can be made to us or directly to the Commissioner.

Complaints help us to improve continually by:
  • identifying problems
  • providing better outcomes to clients
  • exploring ways to enhance our services and processes
How to complain to the Commission about a provider
  • The NDIS Quality and Safeguards Commission has a page called How to make a complaint about a provider with information on how to submit a complaint to the Commission.
  • Ways to make a complaint to the Commission about a provider include:
  • The Commission has a fact sheet with information on how complaints are handled.
Complaint monitoring
  • As part of complaint management responsibilities:
    • all complaints should be monitored using a complaint register
    • the complaint register should include up-to-date progress of each complaint and whether it is currently open or closed (resolved)
    • if there is any doubt about the end resolution of a complaint, seek feedback from the person who made the complaint
    • regular reports from the complaint register should be provided to key management personnel for review.
Complaint records and review
  • Accurate information of complaints received, including decisions made, actions taken and eventual outcomes, must be recorded and kept for 7 years from the date of the complaint, which allows us to:
    • enable reviews of any complaints received
    • assist in identifying any systemic issues raised
    • allow a response to the Commissioner, if required
    • be stored securely and accessible only by the people handling complaints.
Complaint referrals
  • Complaints to the Commissioner may be referred to other agencies or bodies if needed, including:
    • 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).
Our complaints system
  • Our complaints system is documented, and information on how to make a complaint is available to clients, their families, guardians or advocates in a culturally appropriate way.
  • We work to ensure clients:
    • are aware of their right to make a complaint
    • feel empowered to make a complaint
    • are supported to make a complaint
    • are involved in the resolution process after making a complaint
    • know they won’t be adversely affected due to making a complaint.

References