Complaints and Feedback Policy

Complaints and Feedback Policy

PURPOSE

This policy:

• Establishes clear guidelines and support for participants and other stakeholders to lodge a complaint; and
• Ensures that effective feedback mechanisms are implemented to drive continuous improvement of our services.

SCOPE

This policy applies to all staff, contractors, participants and their families, friends, carers, advocates, and all other persons acting on behalf of or involved with Empowerment House Australia.

POLICY

We welcome feedback and complaints about our services, our staff, or our handling of a complaint. We use feedback and complaints to improve our services.

• We are committed to facilitating a person’s right to make a complaint about our services, to appeal a decision made that directly concerns them, and to ensure their complaint or appeal is fairly assessed and promptly addressed.
• Our complaints process follows the principles of procedural fairness. Complaints are dealt with in an equitable, objective, and unbiased manner.
• We acknowledge, assess, and resolve complaints efficiently, respectfully, and in a culturally appropriate manner.
• Complaints are addressed directly and promptly at the point of service unless further investigation is required.
• Our process respects the privacy and confidentiality of complainants and affected participants.
• Staff receive regular training to competently manage and resolve complaints.
• We will notify relevant authorities (e.g., law enforcement, child protection) if complaints raise issues requiring external action.

WHO CAN MAKE A COMPLAINT?

Anyone can make a complaint or provide feedback, including:

• A participant
• A staff member
• A participant’s family, guardian, or representative
• An advocate
• A professional
• A member of the public

HOW TO MAKE A COMPLAINT

You can submit feedback or a complaint via:

In person:

• Speak directly with a staff member or visit our offices:
• 220 Carr Place, Leederville Western Australia

In writing:

Compliance Quality and Risk Manager

220 Carr Place, Leederville Western Australia

By phone or email:

• Phone: 08 6377 7428 or 0413 698 441
• Email: admin@empowermenthouse.com.au

Online:

Complete our feedback form below.

Anonymous complaints are accepted.

OUR COMMITMENT TO COMPLAINANTS

• Provide information, reassurance, and support throughout the process.
• Ensure participants have access to advocacy and assistance, including guidance on external complaints (e.g., regulatory bodies).
• No one will face disadvantage for making a complaint.

WHAT HAPPENS AFTER A COMPLAINT?

• We prioritize swift resolution. If unresolved immediately, management investigates per our Complaints Management Procedure.
• Complainants and affected participants are kept informed of progress, decisions, and review options.
• Staff/contractors accused in a complaint will have no contact with the complainant during resolution.
• Staff conduct complaints may trigger disciplinary procedures.
• All complaint details remain confidential.

APPEALS

Complainants may pursue a formal appeal if dissatisfied with the process/outcome. We will assist in connecting them with external appeal bodies.

RECORDS MANAGEMENT

• Complaints are logged in our Complaints and Feedback Register.
• Records are maintained for 7 years (or 45 years for sexual abuse allegations).
• Disposal follows our Records Management Policy.

CONTINUOUS IMPROVEMENT

• Complaints/appeals are analyzed by the Compliance Quality and Risk team to identify service improvements.
• Trends are reviewed in planning, meetings, and evaluations.

REVIEW

• This policy is reviewed annually (or sooner if required).
• Revisions involve stakeholder consultation, including participants and children in our care.

LEGISLATION & FRAMEWORKS

• National Disability Insurance Scheme Act 2013
• NDIS (Complaints Management and Resolution) Rules 2018
• Better Care Better Services: Safety and Quality Standards for Children and Young People
• NDIS Practice Standards and Quality Indicators
• NDIS Quality and Safeguarding Framework
• UN Conventions on the Rights of Persons with Disabilities, the Child, and Indigenous Peoples

DEFINITIONS

• Complaint: Dissatisfaction expressed about an organization’s services, staff, or complaint handling, where a response/resolution is expected.
• Feedback: Positive or negative input about performance or actions.
• Procedural Fairness: A fair decision-making process.
• Participant: An NDIS participant or child/young person under Empowerment House Australia’ care.