Complaint Management at Youth Matters
All complaints are taken very seriously, all people are treated fairly, and all corrective actions completed in a timely manner.
A complaint is an expression of dissatisfaction with the provision of a service, including how a previous complaint was handled, for which a response or resolution is expected.
When
• applies when participants want to submit feedback or make a complaint
• applies to all feedback and complaints received regardless of the source.
Who
• applies to all representatives including key management personnel, directors, full time workers, part time workers, casual workers, contractors and volunteers.
Supporting Documents
• NDIS (Complaints Management and Resolution) Rules 2018
• National Disability Insurance Scheme Act 2013 (Cth )
Supporting Policy Directives
Who can make a complaint?
Anyone can make a complaint including:
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a participant
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a participant's family or guardian
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a participant's financial manager
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an advocate
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an employee
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a community visitor
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a professional
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a member of the public.
Complaints can be made:
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in person
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by email info@youthmatters.net.au
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in writing to PO Box 79, Waratah West NSW 2298
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by phone to 1800 968 628
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on the web via feedback and complaints form
Complaints help us:
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identify problems
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improve services
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provide better outcomes to participants.
Complaints can be made about any part of the quality or delivery of our service, such, as if there is dissatisfaction:
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with the way services are provided
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with decisions we have made
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about the conduct of our employees
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about personal information not kept private.
Complaints can be made anonymously.
Complaints can be made to us or directly to the NDIS Quality and Safeguards Commission here
Complaint monitoring
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all complaints will be monitored using a complaint register
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the complaint register will include up- to-date progress of each complaint and whether it is currently open or closed (resolved)
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if there is any doubt about the end resolution of a complaint, we will seek feedback from the person who made the complaint
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regular reports from the complaints register will be provided to key management personnel for review.
Complaint records and review
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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:
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enable reviews of any complaints received
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assist in identifying any systemic issues raised
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allow a response to the Commissioner, if required o 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:
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non-compliance with the NDIS code of conduct
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inappropriate or unauthorised use of restrictive practice
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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).
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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 participants, their families, guardians or advocates in ways that are culturally appropriate. We work to ensure participants:
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are aware of their right to make a complaint
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feel empowered to make a complaint
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are supported to make a complaint
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are involved in the resolution process after making a complaint • know they won 't be adversely affected as a result of making a complaint.