1.0 Purpose
This policy ensures that complaints are handled fairly, efficiently, and effectively. The
resolution of complaints will be consistent with a rights-based principle fundamental
to the United Nations Convention on the Rights of Persons with Disabilities.
The complaint and feedback management and resolution system intends to:
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- provide a well-handled system that values the participant’s opinions and takes all feedback seriously, with the intent to improve the relationship between our organisation and our participants
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- empower all employees and participants to feel free to voice their complaints or provide feedback
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- allow us to respond to issues raised by individuals making complaints in a timely and cost-effective way
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- boost participant confidence in our administrative processes
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- seek a resolution that meets all parties’ expectations, where possible
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- provide Futura Group ANZ with information to help us deliver quality improvements in our services, support, roles, and complaints handling process.
2.0 Scope
Our Complaints and Feedback Policy is Futura Group ANZ’s Commitment to a positive complaints culture within our organisation, from the highest management levels to our frontline staff. The policy provides the foundation for all other quality complaints management and resolution framework components. The policy also guides our staff and participants (who may wish to make a complaint or provide feedback).
A designated Complaints Manager will handle all complaints and feedback from Futura Group ANZ. All staff are bound by the National Disability Insurance Scheme (NDIS) Code of Conduct.
3.0 Policy
According to the NDIS, a complaint expresses dissatisfaction with our supports and services. It includes our handling of a complaint for which a response or resolution is explicitly or implicitly expected. In this policy, our organisation commits to a positive complaints culture, from the highest levels of management to frontline staff, providing the foundation for all other components of a quality complaints management and resolution framework.
Futura Group ANZ will create an environment where complaints, concerns, compliments, and suggestions are welcomed and viewed as an opportunity for acknowledgement and improvement. This process empowers individuals to feel valued and respected. All people have the right to complain and are encouraged to exercise their rights in a blame-free and resolution-focused culture, respecting an individual’s right to privacy and confidentiality.
Futura Group ANZ will appoint a staff member as the designated Complaints Manager. The Complaints Manager is responsible for coordinating and handling complaints and feedback, keeping the complainant informed and involved, and ensuring the complaint or feedback is properly managed.
It is acknowledged that Futura Group ANZ views all comments and complaints as a vital contribution to our internal review of performance and processes, which assists in developing the continuous improvement of our services as we work towards achieving our care commitment.
A person does not necessarily have to expressly state that they wish to make a complaint to have the issue or concern dealt with as a complaint. Regardless of whether an issue is big or small, it will be treated seriously, and Futura Group ANZ will ensure the person is advised on how valuable their opinion is to our organisation. We will use such information to improve our service delivery continuously.
Participants, families, advocates, or other stakeholders may submit a Complaint and Feedback Form regarding Futura Group ANZ’s supports, services, staff, or contractors. The participants can be provided with information in Easy Read format if
required.
The Complaints Manager will ensure that the complainant can physically access all meetings to resolve the complaint by reviewing the environment to ensure that the meeting site is accessible for those with mobility issues.
It is our policy to follow the principles of procedural fairness and natural justice and comply with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and NDIS (Procedural
Fairness) Guidelines 2018, including:
- informing a person if their rights or interests may be adversely or detrimentally affected in a direct and specific way
- giving notice of each prejudicial matter that may be considered against them
- giving a reasonable opportunity to be heard on those matters before adverse action is taken
- putting forward information and submissions in support of an outcome that is
favourable to their interests - ensuring that the decision to take adverse action should be soundly based on the facts and issues that were raised during that process, and this should be apparent in the record of the decision
- ensuring that the decision-maker should be unbiased and maintain an unbiased appearance
- implementing an open and transparent complaint-handling system
- observing the principles of natural justice and compliance with relevant
mandatory reporting under Australian law - committing to the right of stakeholders to complain either directly or through
a representative - undertaking procedural fairness to reach a fair and correct decision
- taking reasonable steps to inform the complainant of the NDIS commission complaints process, including the use of various communication means, e.g. oral and written
- maintaining complete confidentiality and privacy
- abiding by the NDIS Code of Conduct
- training staff in our complaint process and the rights of all stakeholders to complain
- considering all complaints seriously and respectfully
- advising participants and staff members of their right to complain
- staff will be trained in complaint handling during assessments and orientation
- guidance regarding the complaint process is outlined in the welcome information provided to our participants
- provision of support for people who may need assistance to make a complaint
- protection of complainants against retribution or discrimination
- prompt investigation and resolution of complaints
- communicating and consulting with participants, family, and advocates during the complaints process and providing feedback and resolutions
- interpretation and application of policies and processes
- providing opportunities for all parties to participate in the complaint resolution process
- ensuring that complainant is involved in the resolution of the complaint
- keeping the complainant informed of the progress of the complaint:
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- actions taken
- the reasons the decisions are made
- options to have decisions reviewed
- ensuring that the decisionmaker or advocate is included and recognised in the process
- accepting Futura Group ANZ and staff accountability for actions and decisions taken due to a complaint
- committing to resolving problems at the point of service or through referral to alternatives
- committing to use complaints as a means of improving planning, delivery and review of services through our continuous improvement processes
- referring complaints and feedback into our continuous improvement cycle
- annually auditing the Complaints and Feedback Policy and Procedure.
4.0 Definitions
5.0 Procedure
5.1 Complaint process
Complaints and suggestions can be made by:
- using the Complaints and Feedback Form or the Anonymous Complaints and Feedback Form
- contacting a member of staff, verbally or in writing, our staff must offer to document the complaint on behalf of the participant if required and refer the matter to the Director
- contacting the Complaints Manager, verbally or in writing
- responding to questionnaires and surveys
- downloading the Complaints and Feedback Form or the Anonymous Complaints and Feedback Form from the website
- the participant’s representative making a complaint on their behalf
- sending an email to our contact email
- accepting TTY written messages using the National Relay Service
- attending meetings/care conferences
- ccc orally, in writing, or by any other relevant means.
- Complaints may be made by:
- staff
- participants
- public advocates
- family members
- carers
- anonymous person/s.
- Support or services: The Complaints Manager will deal with the complaint.
- Staff member/s: The Complaints Manager will deal with the complaint
- CEO/Manager: An external person or body may be approached, e.g. NDIS
Quality and Safeguards Commission.
- participant welcome information
- initial access to supports
- staff orientation, induction, and training
- Meetings, reviews, and assessments
- participant agreements
- contractor agreements.
5.2 Complaint management process
The investigation must adhere to impartiality, privacy, confidentiality, transparency and timeliness. Complaints will not be discussed with anyone who does not have responsibility for resolving the issue. Futura Group ANZ must consider any cultural and linguistic needs of a participant and provide the relevant support mechanism, such as an interpreter or similar.
Complainants are provided with access to our Complaints and Feedback form. These may be accessed via staff or management. The Complaints Manager will review the individual’s needs and assist them using the best means to suit them. The variance between individuals requires a personal approach but may include the following:
- offering an advocate
- providing text telephone (TTY) service to people with a hearing impairment
- ensuring the meeting site is wheelchair accessible
- offering independent assistance to read and write to formulate and lodge a complaint
- seek information from the complainant to determine any special requirements (e.g. access or communication).
- Acknowledgement:
- genuinely listening without interruption
- empathising
- ensuring the complainant feels comfortable (e.g. being aware that staff may be defensive and consider how this is perceived)
- acknowledgement of the effect of the situation on the individual
- resolving to a good outcome
- notifying regularly and promptly on steps undertaken.
- Answers:
- clear explanations relevant to the issue are provided ONLY once all the facts are known.
- Actions (Action Plan):
- what will be done?
- who will do it?
- action plan completion date
- how progress will be communicated to all parties involved
- oversight of actions
- Apology:
- consider the form of the apology and the managerial level of response
- consider timeliness, sincerity
- be specific and direct
- accept responsibility if appropriate and provide information on the cause and impacts
- explain without excuses
- provide a summary of agreed key actions to move forward and resolve the issue.
5.2.1 Non-investigation complaint process
All complaints, where possible, will be managed directly and quickly at the point of service unless the complaint requires investigation (see the procedure outlined below). The non-investigation complaint process is as follows:
- Issue reviewed by the Complaints Manager.
- The complainant will be consulted and discussed to determine the actions
required to resolve the issue. During this process, Futura Group ANZ will offer
the complainant support from an independent advocate to reduce stress and
anxiety. - All available options will be discussed with the complainant and their advocate.
- Where possible, a collaborative decision is finalised (i.e. acknowledgement,
answer, action or apology). - The complainant is informed of the decision and the reasons for the outcome.
- The complainant can review the decision if they are unhappy with the
resolution, implementing the complaint investigation process. - If a complainant seeks a review, a review of the decisions may be resolved
quickly by the Complaints Manager completing the above points (2 to 5) again.
5.2.2 Complaint Investigation Process
Step 1. Acknowledge
- Acknowledge all complaints quickly, within one working day, where possible.
Step 2. Review of the complaint
- Before any consultative meeting, inform the complainant that their advocate or support person can be present throughout the process.
- Offer to locate an independent advocate for the participant, if required.
- Involve the complainant and their advocate using a consultative process to ensure their voice, views and preferred outcomes are heard and discussed.
- Determine the type of outcome that the complainant seeks (i.e. acknowledgement, answers, actions or apology). Information will be used to the complaint investigation and management process.
- Inform the complainant of the following:
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- their right to an advocate and interpreter
- the stages of the complaint management and decision-making process
- mechanisms implemented to protect the complainant’s privacy
- their right to complain to the NDIS Quality and Safeguards Commission
at anytime - actual progress and outcomes of the investigation.
6. Determine the type of complaint (i.e. service, support or process).
7. Notify the complainant and their advocate at each investigation stage and seek
feedback.
8. If a consultative meeting is required, it will be held in a safe environment
determined by the complainant and at a time relevant to the participant. The
complainant is a ripint record will be checked for a preferred contact for complaints. The participant
will also be asked if they would like to nominate a staff member from Futura
Group ANZ who handles complaints.
