Service Complaints and Feedback Policy
Complaints Management and Resolution Policy
Next Challenge is dedicated to providing services in a safe way that complies with best practice guidelines. Next Challenge expects that every employee complies with all legal requirements and supports, respects, and encourages any person (including employees) wishing to make a complaint to draw attention to suspected inappropriate conduct or behaviour. All clients of Next Challenge have the right to make a complaint and/or to provide feedback regarding the support and/or services provided to them by Next Challenge. Next Challenge values all forms of feedback as it informs individual and organisation-wide service reviews and improvement. Next Challenge strives to make improvements in light of all feedback and this policy outlines steps taken to ensure any client wishing to make a complaint is supported to do so without being adversely impacted as a result of a complaint.
It is a requirement that all employees of Next Challenge have read and understood this policy and understand their roles and responsibilities in relation to complaints being made.
Complaints data is reviewed by a Next Challenge team member every year to review issues raised in complaints, identify and address potential systemic issues, and to report information relating to complaints to the commissioner if required to do so. Next Challenge develops a culture of continuous improvement using compliments, feedback, and complaints to plan, deliver, and review services for individuals and the community.
The following avenues can be taken when making a complaint:
Once a complaint or feedback has been received by Next Challenge:
Employees wishing to make a complaint/ report an issue of concern:
When a staff member has reported an alleged improper or illegal activity, the complaint must be made to a senior member of staff. The person who the disclosure was made to will obtain records and information related to the alleged concern. Claims made via conversation will be documented by the senior staff member receiving the claim using the Employee Complaints & Concerns form and will be signed by the person making the claim to verify it is a correct statement. This statement and all other information raised by the employee making the claim will be de-identified and stored in a secure (locked) location (e.g. in a locked file on Google Drive) by the senior staff member. Staff can also provide anonymous feedback using the online Employee Compliments & Concerns Form. If a Director determines an internal investigation is required, the utmost care will be taken to protect evidence while the internal investigation is completed. Internal investigations conducted by Next Challenge will be fair, confidential, and objective. Employees will comply with legal requests for information in a timely manner and any requests by external parties will be responded to in line with Next Challenge’s privacy policy. The Director overseeing the investigation will ensure the employee making the claim is kept confidential and will inform all parties about the process and outcome where permitted. If the Director determines that an external investigation is to be completed by an external organisation, all parties involved will be notified of any limitations on the release of information.
Where the complaint is in relation to the care and protection of a client, then the Incident Management, Client Care and Protection policy will be followed.
Storage, Protection & Archiving:
Please refer to our Record Keeping Policy regarding storage, protection and archiving of records at Next Challenge. Complaint records are electronically stored in a locked folder on our online storage system and kept for 7 years from the date the record is made. Once this milestone is reached the client's file will be deleted and physical documentation shredded.
This policy has been written to align with:
Date review completed: October 2021
Due for review: October 2022
Next Challenge is dedicated to providing services in a safe way that complies with best practice guidelines. Next Challenge expects that every employee complies with all legal requirements and supports, respects, and encourages any person (including employees) wishing to make a complaint to draw attention to suspected inappropriate conduct or behaviour. All clients of Next Challenge have the right to make a complaint and/or to provide feedback regarding the support and/or services provided to them by Next Challenge. Next Challenge values all forms of feedback as it informs individual and organisation-wide service reviews and improvement. Next Challenge strives to make improvements in light of all feedback and this policy outlines steps taken to ensure any client wishing to make a complaint is supported to do so without being adversely impacted as a result of a complaint.
It is a requirement that all employees of Next Challenge have read and understood this policy and understand their roles and responsibilities in relation to complaints being made.
Complaints data is reviewed by a Next Challenge team member every year to review issues raised in complaints, identify and address potential systemic issues, and to report information relating to complaints to the commissioner if required to do so. Next Challenge develops a culture of continuous improvement using compliments, feedback, and complaints to plan, deliver, and review services for individuals and the community.
The following avenues can be taken when making a complaint:
- Directly to the therapist in an appointment
- Directly to reception staff
- Anonymous complaints can be made either over the phone by contacting (08) 9201 0707; in writing by post to PO Box 141, Mount Hawthorn, Western Australia, 6915 or using the client/stakeholders compliments & concerns form found on the Next Challenge website
- NDIS participants have the right to make a complaint directly to the NDIS Commissioner by phone: 1800 035 544; or TTY 133 677 (interpreters can be requested); or online via a ‘complaint contact form’
- Other funded clients (not with the NDIS) have the right to make a complaint directly to the Health and Disability Services Complaints Office (HaDSCO) by phone: (08) 6551 7600 or email [email protected]
Once a complaint or feedback has been received by Next Challenge:
- All information provided in the complaint is kept confidential and is only disclosed if required by law or if disclosure is appropriate in the circumstances
- Each person who is impacted by the issue raised in the complaint is notified
- If the client (or person related to the client) making the complaint is an NDIS participant, they are informed on how the complaint can be raised with the Commissioner (should they wish to)
- If the client (or the person related to the client) making the complaint is not an NDIS participant they are informed how to make a complaint to an external agency and can receive more information about this from the Health and Disability Services Complaints Office (HaDSCO)
- The person who has received the complaint has 24 hours to notify a director of Next Challenge in writing (e.g. via email) of the complaint
- Once a director has been notified of the complaint they will determine appropriate action in relation to the issue raised in the complaint or feedback. The director is responsible for recording the complaint, action taken to resolve the complaint, and the outcome of the action in a confidential manner (e.g in a locked file on google docs) These records are kept for 7 years from the date the record is made.
- The person who has provided the feedback and/or complaint (if not anonymous) have the right to be involved in the resolution process
- A Next Challenge director is responsible for informing the person who has made the complaint of the progress of the complaint, the action taken to resolve the complaint, the reasons for decisions made, and options for review of decisions
Employees wishing to make a complaint/ report an issue of concern:
When a staff member has reported an alleged improper or illegal activity, the complaint must be made to a senior member of staff. The person who the disclosure was made to will obtain records and information related to the alleged concern. Claims made via conversation will be documented by the senior staff member receiving the claim using the Employee Complaints & Concerns form and will be signed by the person making the claim to verify it is a correct statement. This statement and all other information raised by the employee making the claim will be de-identified and stored in a secure (locked) location (e.g. in a locked file on Google Drive) by the senior staff member. Staff can also provide anonymous feedback using the online Employee Compliments & Concerns Form. If a Director determines an internal investigation is required, the utmost care will be taken to protect evidence while the internal investigation is completed. Internal investigations conducted by Next Challenge will be fair, confidential, and objective. Employees will comply with legal requests for information in a timely manner and any requests by external parties will be responded to in line with Next Challenge’s privacy policy. The Director overseeing the investigation will ensure the employee making the claim is kept confidential and will inform all parties about the process and outcome where permitted. If the Director determines that an external investigation is to be completed by an external organisation, all parties involved will be notified of any limitations on the release of information.
Where the complaint is in relation to the care and protection of a client, then the Incident Management, Client Care and Protection policy will be followed.
Storage, Protection & Archiving:
Please refer to our Record Keeping Policy regarding storage, protection and archiving of records at Next Challenge. Complaint records are electronically stored in a locked folder on our online storage system and kept for 7 years from the date the record is made. Once this milestone is reached the client's file will be deleted and physical documentation shredded.
This policy has been written to align with:
- The National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018
- The National Standards for Disability Services, in particular Standard 1 ‘Rights’; standard 4 ‘Feedback and Complaints’; and standard 6 ‘Service Management’
- Carers Recognition Act 2004 (WA)
- Disability Discrimination Act 1992
- Disability Service Act 1993 (WA)
- Equal Opportunity Act 1984 (WA)
- Occupational Health and Safety Act 1984 (WA)
- United Nations Convention on The Rights of Persons with Disabilities
- National Standards for Disability Services
Date review completed: October 2021
Due for review: October 2022
