Feedback & Complaints Management Policy

Purpose and aims

Kaizen Living PTY LTD is committed to ensuring that each participant knows how to access and use the complaints management and resolution system. Complaints and all other forms of feedback are welcomed, acknowledged, respected and managed appropriately.

Our commitments

• A complaints management and resolution system is maintained that is relevant and proportionate to the scope and complexity of supports delivered and the size and scale of the business. The system follows principles of procedural fairness and natural justice and complies with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.
• Each participant is provided with information on how to give feedback or make a complaint, including avenues external to Kaizen Living PTY LTD, and their right to access advocates. A supportive environment is maintained for any person who provides feedback and/or makes a complaint.
• Continuous improvement in complaints and feedback management is demonstrated through regular review of complaint and feedback policies and procedures, seeking participant views on the accessibility of the complaints management and resolution system, and incorporating feedback across the business.
• All workers are aware of, trained in, and comply with the required procedures in relation to complaints handling.

Scope

This policy applies to the provision of all services and supports delivered by Kaizen Living PTY LTD. All permanent, fixed term and casual staff, contractors and volunteers are required to take full responsibility for understanding and applying the commitments outlined in this policy.

What is a complaint?

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 complainant may be an employee, client, advocate, entity, member of the public or any other person who expresses dissatisfaction about Kaizen Living PTY LTD, either to the service itself or to an external body.

How to give feedback or make a complaint

• In person to the Principal or a worker.
• By email to the service's nominated complaints email address.
• Through the website or online contact form.
• Directly to the NDIS Commission via the NDIS Commission complaints webpage, or to another external body.

How we handle complaints

Kaizen Living PTY LTD maintains a complaints process that is procedurally fair and follows the principles of natural justice as set out in the NDIS (Procedural Fairness) Guidelines 2018. When a complaint is received, we acknowledge it, acknowledge how the situation has affected the person, and thank the complainant for raising the matter.

Consideration is given to the most appropriate method of communication for acknowledgement and all future contact with the complainant, including email, letter or telephone. We assess the seriousness of the complaint, whether it raises any concerns about health, safety or wellbeing, how the complainant or any person with disability may be affected, and the risks associated with delay.

Where appropriate, the claims made in the complaint are investigated, or an external investigator may be engaged at the direction of the Complaint Manager. Any person subject to a proposed adverse finding is given a reasonable opportunity to comment before a decision is made.

Confidentiality

The complaints register and related files are treated as confidential, with access restricted to the Complaints Lead, Key Management Personnel and any Complaint Manager. Where confidentiality cannot reasonably be maintained while resolving a complaint, the complainant is informed of this and asked whether they wish for the complaints process to continue.

Continuous improvement

Records, statistical and other information kept in relation to complaints are reviewed regularly to identify and address systemic issues. Improvement actions identified from these reviews are recorded and relevant improvement strategies are shared with workers for implementation in support delivery to participants.

Related legislation

• National Disability Insurance Scheme Act 2013 (Cth).
• National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.
• National Disability Insurance Scheme (Procedural Fairness) Guidelines 2018.
• Any other applicable Commonwealth, State or Territory laws and regulatory guidance.