Complaints – Policy and Procedure

SECTION 1 – INTRODUCTION

Scope

Table of Contents

This document applies to all Getchya Services Pty Ltd workers. A person is a worker if the person carries out work in any capacity for Getchya Services Pty Ltd, including undertaking work as

(a) an employee;

(b) a contractor or subcontractor;

(d) an employee of a labour-hire company who has been assigned to work at Getchya Services Pty Ltd or

(e) an apprentice or trainee; or

(f) a student gaining work experience; or

(g) a volunteer.

Principles

A complaint is ‘any expression of dissatisfaction, either written or verbal, made by or on behalf of a customer’. A verbal complaint should be treated just as seriously as a written complaint.

Getchya Services Pty Ltd is committed to the efficient and fair resolution of complaints— complaints will be handled equitably, objectively and in an unbiased manner. Complaints are to be encouraged and seen by everyone in the organisation as an opportunity to improve services.

SECTION 2 – POLICY

Getchya Services Pty Ltd provides all customers with access to information regarding their right to forward a complaint or provide feedback regarding any service or interaction with our organisation. Complaints and feedback can be provided either written or verbally.

All Getchya Services Pty Ltd workers are to ensure the complainant is provided with information regarding the complaints process and how this will be managed at the time of the complaint.

Michael Gould manages all complaints at Getchya Services Pty Ltd. Complaints can be received verbally by calling 0481 717 436 or preferably by visiting our feedback and complaints page where you will find an in-depth form to fill out.

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SECTION 3 – PROCEDURE

Responsibilities

The Care Manager is responsible for coordinating the Complaints Policy and Procedure, including the administration of all complaints records, investigating and resolving complaints and ensuring recommendations arising from the resolution of a complaint are identified and implemented accordingly.

Informing customers of the right to complain

• At the time of intake to Getchya Services Pty Ltd, staff will discuss the complaints process with the new Customer and their nominated decision maker and/ or parent/ carer.

• A new Customer is provided with a Service Agreement, which is signed and a copy provided to the Customer

• Customers are periodically advised of their right to provide feedback or make a complaint during individual plan reviews, or implementation and /or review of service agreements

• When required, interpreters may be arranged to facilitate understanding of the complaint procedure

• Customers and their nominated decision maker or parent/ carer have a right to complain and will no longer suffer negative consequences from exercising that right.

• Complaints are referred to the Care Manager of Getchya Services Pty Ltd

• Where the complainant does not wish to make a complaint to the Care Manager, they can contact the National Disability Insurance Scheme (NDIS) Quality and Safeguards Commission

• In circumstances where a criminal/police investigation is undertaken, Getchya Services Pty Ltd will cease to investigate the events of the complaint and take direction from the delegated authorises.

Informing staff

• All employees are given a welcome pack with important documents that must be signed off as read and understood. The Getchya Services Pty Ltd Complaints Policy and Procedure is included in this pack.

• All employees must have watched the NDIS Quality and Safeguards Commission Worker Orientation Module and provide a Certificate of Completion for file.

Responding to a claim

Informal response and feedback

Where possible, customer complaints are best handled and resolved at the point of service delivery by front-line staff in a timely and responsive manner. The Customers feedback/concerns and actions taken are recorded as a case note, and the staff member advises the Care Manager accordingly.

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Formal response

The following process is to be followed when formal complaints are unable to be resolved by front-line staff at the local level:

Step 1: Complaint received

• Complaint is received either verbally or in writing by the Care Manager

• Within two business days of receiving a complaint, the Care Manager is to verbally acknowledge the complaint with the complainant.

Step 2: Complaint investigation

• Complaint investigation to be completed within 14 days of receipt of the complaint. If the investigation is taking longer, a courtesy call is to be made to the complainant accordingly

• The Care Manager must record investigation steps

Step 3: Complaint outcome

• Within four working days of completing an investigation, a Complaints Outcome Letter is to be sent to the complainant

• All relevant documentation is to be filed with the Investigation report Step 4: Complaint closed

• The complaint will then be closed

• Feedback following the resolution of a positive and negative complaint will be used as a source of ideas for improving services and other activities.

Where the complaint may give rise to a potential claim, the Care Manager will inform the Insurer accordingly. All conversations remain de-identified due to privacy reasons.

Referral to NDIS Quality and Safeguards Commission

A customer can complain directly to the NDIS Quality and Safeguards Commission. This can be done by calling 1800 035 544 or online at www.ndiscommission.gov.au. Where resolution fails to be achieved through the Getchya Services Pty Ltd complaints management mechanisms, a referral may be necessary to an external agency or organisation for advice/assistance or alternate dispute resolution. In these instances, the Care Manager will source available agencies and advise the complainant accordingly.

Anonymous Complaints

Getchya Services Pty Ltd accepts anonymous complaints and will investigate the issues raised when sufficient factual evidence is provided. Anonymous complaints will be treated with the same priority as other complaints.

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