Lifespan Therapy Services
Complaints and Feedback Policy
Purpose:
Lifespan Therapy Services has implemented a complaints policy to ensure there is a fair process in dealing with any complaints that may arise throughout service provision. This policy will provide a clear, efficient, non-threatening and confidential way of managing complaints.
The feedback and Complaints Policy has been developed to:
Establish the commitment of Lifespan Therapy Services to the rights of people with disability to have their say about the supports they are receiving.
Detail the complaints management system.
Describe the training that team members will undertake.
Detail the way in which customers / participants/ families / advocates will engage with the system.
The policy applies to all team members at Lifespan Therapy Services including the Directors and clinicians, and all customers, their families and advocates.
All consumers have the right to the services guaranteed in the service agreement. NDIS participants have the right to complain if services do not meet their agreed expectations.
Lifespan Therapy Services is committed to ongoing improvement identified through feedback provided by our customers.
Any participant / family member or person who has dealings with Lifespan Therapy Services is able to make a complaint by following the outlined process.
The complaints management and resolution system will be maintained and will be relevant and proportionate to the scope and complexity of supports delivered and the size and scale of the organisation. The system follows principals of procedural fairness and natural justice and complies with the requirements under the National Disability Insurance Scheme (complaints management and resolution) rules 2018.
Key elements in complaint resolution:
The following key complaint resolution strategies are implemented by Lifespan Therapy Services:
All parties have the right to have any complaint heard and addressed.
Complaints can be addressed either informally or formally.
Complaints will be addressed within a timely manner.
Complaints will be addressed confidentially and sensitively.
Complaint processes and outcomes will be documented clearly.
No person making a complaint will be disadvantaged or victimised for making
a complaint.
Specific responsibilities:
Management:
All feedback will be used to inform and improve our business practices.
Reasonable steps will be taken to ensure that any person who makes a complaint is advised how to make a complaint to the NDIS commission and is supported to make contact with the commission if need be.
A person making a complaint is not disadvantaged for doing so. Their supports will continue where possible. If they choose to engage a different provider, all reasonable steps will be taken to ensure that another appropriate provider is identified, and support provided to transition will be provided.
Management are responsible for ensuring any and all staff are trained as to the relevant complaints management system.
Participants:
Customers will be informed of their right to complain and how to complain when they first engage this service.
Customers will be regularly invited to provide feedback about the supports they are receiving.
Customers will be informed as to how to make a complaint anonymously.
All complaints will be received and treated with respect.
Every effort to resolve the complaint will be undertaken.
Customers will be appropriately involved in the resolution of the complaint.
Complaints will be managed in a timely way.
Customers will be kept informed of progress of the complaint and proposed
resolution.
Customers will be provided with the contact details of the NDIS Commission.
Lifespan Therapy Services will provide a handover to an alternative provider if a customer wishes to cease services.
Staff:
Any new team members will be trained in the appropriate management of complaints.
All team members will collect feedback as they complete their duties and deliver this information to management.
All team members will be informed of the expectations of the NDIS
Complaints/Management and Resolution Rules.
All team members will follow the process described below when managing complaints.
Lifespan Therapy Services will keep all records for a minimum of 7 years from the date the record is made.