The purpose of this policy and procedure is to ensure Empowering Connection encourages, receives, manages and resolves feedback and complaints in a fair, accessible and timely manner.

This policy and procedure applies to all staff and covers feedback and complaints from participants, families, carers, advocates and other stakeholders. It meets relevant legislation, regulations and Standards.

Applicable NDIS Practice Standards

Feedback and Complaints

Outcome

Each participant has access to a fair, accessible and responsive feedback and complaints system.

Indicators

• Participants are supported to provide feedback and make complaints.
• Complaints are acknowledged, assessed and resolved promptly.
• Feedback and complaints inform service improvement.

Rights and Responsibilities

Outcome

Each participant’s rights, dignity and autonomy are respected.

Indicators

• Participants are treated respectfully and without fear of retribution.
• Information about complaints processes is accessible and understandable.

Definitions