Service Complaints Policy
Regular feedback is sought and used to inform individual and organisation-wide service reviews and improvement.
Customer Satisfaction Monitoring
Next Challenge encourages customer feedback on their experience with our service, and uses that feedback to plan and improve service quality.
Complaints
Clients, families, friends, carers and advocates are actively supported to provide feedback, make a complaint or resolve a dispute without fear of adverse consequences.
Feedback mechanisms including complaints resolution, and how to access independent support, advice & representation will be clearly communicated verbally and in writing to individuals, families, friends, carers and advocates.
Clients, families, friends, carers and advocates may choose to make a complaint to an external agency and can receive more information about this from the Health and Disability Services Complaints Office (HaDSCO).
Clients can access the following avenues for making service complaints;
Clients accessing services through Disability Services Commission funding with complaints may also choose to access the following avenues for making service complaints:
Clients accessing services through the National Disability Insurance Scheme with complaints may also access the NDIS complaints system.
Complaints are resolved together with the individual, family, friends, carer or advocate in a proactive and timely manner.
Next Challenge seeks and, in conjunction with individuals, families, friends, carers and advocates, reviews feedback on service provision and supports on a regular basis as part of continuous improvement.
Next Challenge develops a culture of continuous improvement using compliments, feedback and complaints to plan, deliver and review services for individuals and the community.
Date of Policy: December 2013
Date review completed: April 2019
Due for review: March 2020
Customer Satisfaction Monitoring
Next Challenge encourages customer feedback on their experience with our service, and uses that feedback to plan and improve service quality.
- Feedback from service users is most commonly shared with Therapists and Customer Relation/Front Reception staff. These statements, comments and suggestions are transcribed and documented. The Senior Management Team monitors and reviews this feedback on a fortnightly basis, and actions determined by the Directors of Next Challenge.
- Next Challenge staff are reminded on a fortnightly basis (via the NC Newsletter) to continually add to this data collection.
- Next Challenge maintains a presence on social media to ensure transparency of service delivery, and monitors feedback through these mediums.
- If a particular system or service requires specific feedback and review, Next Challenge have existing systems and templates in place to implement (eg. Survey Monkey via email contacts, iPad system for face-to-face contact).
Complaints
Clients, families, friends, carers and advocates are actively supported to provide feedback, make a complaint or resolve a dispute without fear of adverse consequences.
Feedback mechanisms including complaints resolution, and how to access independent support, advice & representation will be clearly communicated verbally and in writing to individuals, families, friends, carers and advocates.
Clients, families, friends, carers and advocates may choose to make a complaint to an external agency and can receive more information about this from the Health and Disability Services Complaints Office (HaDSCO).
Clients can access the following avenues for making service complaints;
- discussion with their assigned Navigator/ Therapist
- discussion with the Managing Director
- discussion with Health and Disability Services Complaints Office (HaDSCO) contact on: (08) 6551 7600 or email mail@hadsco.wa.gov.au
Clients accessing services through Disability Services Commission funding with complaints may also choose to access the following avenues for making service complaints:
- discussion with DSC Managers.
- direct contact with the DSC complaints office on 9426 9244.
Clients accessing services through the National Disability Insurance Scheme with complaints may also access the NDIS complaints system.
Complaints are resolved together with the individual, family, friends, carer or advocate in a proactive and timely manner.
Next Challenge seeks and, in conjunction with individuals, families, friends, carers and advocates, reviews feedback on service provision and supports on a regular basis as part of continuous improvement.
Next Challenge develops a culture of continuous improvement using compliments, feedback and complaints to plan, deliver and review services for individuals and the community.
Date of Policy: December 2013
Date review completed: April 2019
Due for review: March 2020
