Complaints Policy

Policy Statement

As an unregistered NDIS Support Worker, I, Andrew Chadwick, am committed to providing high quality services to all participants. In line with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and the NDIS Quality and Safeguards Commission Effective Complaint Handling Guidelines for NDIS Providers, I encourage feedback, including complaints, as part of my commitment to continuous improvement and upholding the rights of participants.

 
Definitions

Complaint: A complaint is any expression of dissatisfaction or concern about my services, actions, decisions, or performance.

Complainant: A complainant is the person making the complaint. This can be a participant, their representative, or any other person affected by my services.

 
Principles

My complaints handling process is based on the following principles:

Accessibility: I ensure that my complaints process is easy to understand and use.

Responsiveness: I respond promptly to complaints and aim to resolve them in a timely manner.

Fairness: I handle complaints impartially and provide a fair opportunity for both the complainant and myself to present our perspectives.

Confidentiality: I respect and protect the privacy of all parties involved in a complaint.

Transparency: I provide clear and concise information about how I handle complaints.

 
Complaints Process

1. Receipt of Complaint: Complaints can be made in writing via email or letter. All complaints will be acknowledged within 2 business days.

2. Assessment and Assignment: The complaint will be assessed, and I will take responsibility for its investigation and resolution.

3. Investigation: The complaint will be investigated impartially and thoroughly. If necessary, I may contact the complainant for further information.

4. Resolution: I aim to resolve all complaints within 20 business days. The complainant will be informed of the outcome and any actions taken in response to the complaint.

5. Record Keeping: All complaints, actions taken, and outcomes will be recorded and kept for a minimum of seven years.

 
Review

If the complainant is not satisfied with the resolution of the complaint, they may request a review of the decision. I will conduct a review and provide a final response within 10 business days.

 
External Review

If the complainant is still not satisfied after the internal review, they may lodge a complaint with the NDIS Quality and Safeguards Commission.

 
Continuous Improvement

I will use the information gained from complaints to continuously improve my services and to enhance my complaints handling process.

 
Awareness

I am aware of and adhere to this policy and complaints handling process. I foster an environment that values complaints as a means of improving my services and meeting the needs of my participants.

 
Policy Review

This policy will be reviewed annually, or as required, to ensure it remains effective and compliant with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and the NDIS Quality and Safeguards Commission Effective Complaint Handling Guidelines for NDIS Providers.

Version 1: 7 June 2023.