Complains Policy & Forms

COMPLAINTS POLICY & FORM

Complaints made by participants, carers or their advocates to Re.Connect Support Services are taken seriously and complaints are viewed as an opportunity to resolve issues and institute improvements. Broadly speaking, a complaint is an expression of dissatisfaction with a NDIS support or service, including how a previous complaint was handled, for which a response or resolution is explicitly or implicitly expected.

Participants are able to make a complaint:

Verbally
In writing
Via a third party e.g. family member, advocate
Without fear of retribution
That will be addressed within the allocated time frames
With assurance that complaints are treated with utmost respect and confidentiality
Participants are advised when services commence if the provider is unable to resolve their concerns or complaints, then they should seek further support from family, friend or an independent advocate.
Participants are advised they may also contact the NDIS Feedback and Complaints website https://www.ndis.gov.au/contact/feedback-and-complaints#online-form or phone on 1800 800 110

Management of Complaints Process

The Directors of Re.Connect Support Services will engage with the complainant and ensure all efforts are made to enable access, allay fears, provide opportunities for support and to provide a fair, timely and appropriate complaints resolution process. When receiving the initial complaint:

The participant is offered the time and support needed to ensure understanding of the issues raised.
All complaints will be followed up within 24 hours.
There will be discussion on how the complainant wishes to see the matter resolved.
When a complaint is made Re.Connect Support Services will complete the COMPLAINTS FORM and CCI REGISTER.
Any complaints that are required to be reported to other bodies will be referred as appropriate.
Should the complaint become identified as a Reportable Incident, refer to the incident management process.
At the time of resolution, the complainant will receive correspondence closing the matter.
The complaint would also be closed on the CCI REGISTER and available for six monthly reviews.
All complaints management processes and reporting are to include collaboration, support and communication with the participant impacted and their supports and advocates if requested.

Resources:

Complaint handling guidelines for providers

Use of Advocates

An advocate is a person who can represent the concerns of the participant in voicing their complaint. Advocates are sometimes family members or an independent person from an advocacy center. If a participant requests an advocate, Re.Connect Support Services will offer the following link:

https://disabilityadvocacyfinder.dss.gov.au/disability/ndap/organisations
Reportable Incidents: these may be identified as a result of a complaint
Reportable incidents are serious incidents or allegations which result in harm to a NDIS participant and occur in connection with NDIS supports and services. These include

The death of a NDIS participant

Serious injury of a NDIS participant

Abuse or neglect of a NDIS participant

Unlawful sexual or physical contact with, or assault of, a NDIS participant

Sexual misconduct committed against, or in the presence of, a NDIS participant, including grooming of the NDIS participant for sexual activity

The unauthorised use of a restrictive practice in relation to a NDIS participant
These matters must be reported to the NDIS Commission in accordance with the Reportable Incident Policy

Re.Connect Support Services conducts and minutes six monthly reviews of all incidents, complaints and feedback. Complaint details, documentation and the complaints register are maintained for a period of 7 years.

Links:
https://www.ndiscommission.gov.au/providers/complaints-management
https://www.ndiscommission.gov.au/providers/reportable-incidents
https://www.ndis.gov.au/contact/feedback-and-complaints#online-form

This record must be kept for 7 years from the date the record was made