Complaints Policy

Commitment

Participate OT is committed to providing and maintaining quality occupational therapy services. Feedback is one way we can reflect on what we do and improve. The purpose of the policy is to:

  • provide an environment of respect and open communication
  • manage all feedback in a consistent, fair, and timely way
  • outline roles and responsibilities
  • reach satisfactory outcomes
  • meet legislative and requirements
  • use feedback to improve.

Scope

This policy relates to everyone working for Participate OT.

Definitions

The following definitions are relevant to this policy:

Acknowledge is to validate the person’s feelings.

Apology is saying sorry.

Complaint is a statement that something is not ok, where a response is expected. It can be verbal or written.

Compliment is expression of praise, encouragement or gratitude.

Concern is something that is of importance to someone or may cause them anxiety.

Feedback is information from someone about their experience. It includes concerns, complaints, compliments and suggestions.

Issue resolution is the agreed way to resolve complaints, disputes or matters of concern Mediation is where a neutral party tries to bring about a positive resolution or compromise.

Natural justice is making sure decision-making is fair and reasonable. It involves decision- makers informing people of a complaint that involves them, hearing their story, not having a personal interest in the outcome, and acting on evidence and logic.

Notifiable concern or complaint is one that requires government be notified by law.

Suggestion is an improvement idea for consideration. Vexatious claim is pursued to harass, annoy or cause issues.

Feedback

We welcome feedback to grow and improve. Feedback can be verbal or written. We may also survey people to get feedback.

While compliments are nice and easy, it is also ok to raise a concern or make a complaint. This is important, as it helps us learn and improve. No one will be treated differently because of a complaint. Everyone involved will be treated with respect, and confidentiality will be maintained.

Information relating to feedback will be documented and stored securely. Details relating to concerns or complaints will be treated confidentially. If someone wishes to offer compliments or suggestions anonymously their confidentiality will also be respected.

Maintaining your information 

In line with our Privacy Policy, privacy of personal information is maintained and information is stored securely. Confidentiality must be maintained by everyone involved in a complaint process.

Responsibilities

Clients and their families are responsible for:

  • communicating concerns as soon as possible
  • trying to resolve a complaint by speaking respectfully with the person involved
  • raising any unresolved matters
  • being respectful if someone wants to discuss feedback
  • maintaining confidentiality
  • cooperating with requests to meet or provide relevant information when requested in relation to complaints
  • not make vexatious claims.

Staff are responsible for:

  • working in line with this policy
  • ensuring that people understand their rights, and their right to an independent support person or advocate if they choose
  • promoting open communication and learning from feedback
  • being respectful if someone wants to discuss feedback
  • listening, acknowledging and responding to feedback
  • focusing on positive solutions
  • respecting independence and choice
  • documenting feedback
  • sharing constructive feedback
  • maintaining confidentiality.

Feedback Policy questions and feedback 

If you would like to provide feedback, you can fill in our complaints form (linked below), you can speak with us directly during or following a therapy session, you can send us an email directly or anonymously through our website, or you can contact the NDIS Quality and Safeguards Commission.  Information and links are provided below if you need support to provide feedback.

​If you would like a copy of this policy, or if you have any privacy questions or feedback, please contact us at:

jane@participateot.com.au

0413 939 445

Support to provide feedback 

If you need help to make a complaint, you can contact the National Disability Advocacy Program and follow the link to find an advocate in your area:

https://www.dss.gov.au/our-responsibilities/disability-and-carers/program-services/for-people-with-disability/national-disability-advocacy-program-ndap

If you aren’t happy with how we have managed your complaint 

You can contact the NDIS Quality and Safeguards Commission (NDIS Commission). The NDIS Commission is an independent Commonwealth agency that is in charge of checking the quality and safety of NDIS supports and services.

You can contact the NDIS Commission by:
Phoning 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.

Visiting their website www.ndiscommission.gov.au

Victorian Equal Opportunity and Human Rights Commission

204 Lygon Street, Carlton Vic 3054 1300 891 848

1300 289 621 (TTY) complaints@veohrc.vic.gov.au or submit your complaint online.

Forms

Participate OT Complaints form

Information Sharing Consent form

Incident form

Legislation, Standards and Agreements

The following legislation applies to this policy and supporting documentation:

Charter of Human Rights and Responsibilities Act 2006 (Victoria)

Disability Act 2006 (Victoria)

Disability Discrimination Act 1992 (Commonwealth)

Health Records Act 2001 (Victoria)

Freedom of Information Act 1982 (Commonwealth)

National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018  (Commonwealth)

Privacy and Data Protection Act 2014 (Victoria)

Victorian Civil & Administrative Tribunal Act 1998 (Victoria)

The following Standards apply to this policy and supporting documentation:

Child Safe Standards

NDIS Provider Toolkit and SDA requirements

United Nations Convention on the Rights of Persons with Disabilities (2006) (CRPD)

The following resources apply to this policy and supporting documentation:

NDIS – Feedback, and complaints