This policy guides staff of the process and practice of effective complaint management. It takes into consideration the National Disability Insurance Scheme Act 2013 (the Act) and National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 (the Rules). The intent is to deliver safe and quality support and services to all clients, inclusive of people with a disability.
A complaint is an expression of dissatisfaction with a support or service, including how a previous complaint was handled, for which a response or resolution is explicitly or implicitly expected.A person does not necessarily have to expressly state that they wish to make a complaint to have an issue or concern dealt with as a complaint. Regardless of whether it is a big or small issue, if it is treated seriously, it demonstrates to the person that their input is valued to improve the services being delivered. (1 National Disability Insurance Scheme Act 2013, s 4) It is a guiding principle of the National Disability Insurance Scheme Act 2013 (NDIS Act) that people with disability have the same right as other members of Australian society to pursue any grievance. (NDIS Quality and Safeguards Commission 7)
Bondi Junction Massage and Float Centre is committed to a positive complaints culture, from the highest levels of management to frontline staff. They provide the foundation on which all other components of a quality service delivery and management can be built.Complaints are a way to identify problems with service delivery and how they can be fixed. Fostering an organisational culture that values and learns from complaints is an important way we can meet people’s needs and continuously improve our services. Empowering people to speak up goes to the very heart of people feeling valued and respected as equal citizens in their community. If a person affected by an issue raised in a complaint has an advocate or substitute or informal decision maker, these people may be included and recognised in the complaints management and resolution process, depending on their role in the life of the person making the complaint and the wishes of the complainant. The complaint process will include communication processes suited to the needs of the individual making the complaint in an appropriate way that meets their needs.
The complaint process will be transparent, accessible and includes:• a clear communicated process of how the complaint will be managed;
A review process is available to issues raised in complaints, and identify and address systemic issues and actions identified through the complaints process. The process of review is the responsibility of the company Director.The complaints process is reviewed annually by the Director and the Centre Manager to ensure it remains effective. The review will include: • the identification and resolution of systemic issues raised through the complaints management and resolution process.
The rules relating to the complaints management and resolution system are underpinned by the principles of procedural fairness when dealing with a complaint. The NDIS Commission guidelines on procedural fairness, are noted and have assisted in forming this policy. NDIS (Procedural Fairness Guidelines) 2018.All Bondi Junction Massage and Float Centre staff are aware of their need to comply with the NDIS Code of Conduct.
Bondi Junction Massage and Float Centre complies with relevant mandatory reporting, work health and safety laws and will as required ensure that complaints are referred or notified to other regulatory bodies, if required by law such as:• Police
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