Privacy Policy

Wainohu Family Trust (WFT)

Purpose

This policy outlines WFT's approach to managing complaints and feedback in compliance with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018. It ensures that all complaints and feedback are handled respectfully, fairly, and transparently, promoting continuous improvement in the delivery of supports and services.

Scope

This policy applies to all staff, contractors, participants, families, carers, advocates, and other stakeholders engaging with WFT. It is relevant to all complaints concerning service delivery, staff conduct, or any aspect of the operations that affect the participant’s experience or the quality of the services provided.

Policy Statement

WFT is committed to creating a culture that values feedback, including complaints, to enhance service delivery and participant outcomes. WFT ensures that:

1. Complaints can be made by any person – including anonymously – regarding supports or services provided by WFT.

2. Support and assistance are available to anyone wishing to make a complaint or provide feedback.

3. No adverse outcomes will occur for individuals making a complaint or providing feedback.

4. Participants and complainants are informed about their right to escalate complaints to the NDIS Quality and Safeguards Commission and provided with assistance in doing so, if needed.

5. Confidentiality is maintained, and records are securely stored for at least 7 years.

Principles

The complaints management process is designed to:

• Ensure complaints are dealt with promptly and fairly.

• Offer transparency and provide updates to complainants throughout the process.

• Respect participants’ rights and dignity during the complaint’s resolution process.

• Uphold confidentiality and privacy for all parties involved.

WFT follows these principles in complaints and feedback management:

• Accessibility: Complaints can be submitted through multiple channels, including in-person, phone, email, website or anonymously.

• Fairness and Natural Justice: All complaints are handled without bias, ensuring procedural fairness.

• Participant-Centered Approach: Feedback is managed with respect for participant rights, needs, and preferences.

• Continuous Improvement: Complaints are analysed for trends and used to improve services and practices.

Procedure

1. Receiving Complaints and Feedback

• Channels: Complaints or feedback can be submitted:

o Verbally to any staff member.

o Through WFT's complaints form (available online or in hard copy).

o Via email, phone, website or anonymously through suggestion boxes.

• Acknowledgment:

o All complaints are acknowledged within 3 business days.

o Complainants receive information about the process and expected timeframes.

2. Supporting Complainants

• Assistance: WFT provides help to those making a complaint, including translation, advocacy, or additional support as required.

• Information: Complainants are informed of their right to escalate issues to the NDIS Quality and Safeguards Commission. Assistance is offered to contact the Commission.

3. Managing Complaints

• Investigation:

o Complaints are assigned to HR or to our consultant for investigation within 7 business days.

o Investigations are thorough, impartial, and consider the views of those affected.

• Resolution:

o Outcomes are communicated to the complainant within 21 business days, unless extensions are required.

o Actions taken to address the complaint are recorded.

• Escalation:

o Complaints that cannot be resolved internally are escalated to external bodies, including the NDIS Commission, as appropriate.

4. Record Keeping

• Details Recorded:

o Nature of the complaint or feedback.

o Actions taken and outcomes.

o Dates, involved parties, and communication details.

• Retention: All records are securely stored for 7 years.

5. Monitoring and Continuous Improvement

• Complaints and feedback are regularly reviewed to identify trends and opportunities for improvement.

• Policies and procedures are updated as needed to reflect best practices and regulatory changes.

• Seeking participant feedback on the accessibility and responsiveness of the complaints management and resolution system.

• Actively incorporating the feedback into the improvement of service delivery, staff training, and organizational policies.

• Ensuring that any lessons learned from complaints are shared across the organization and implemented to prevent similar issues in the future.

Roles and Responsibilities

• All Staff:

o Be aware of the complaints management process and support participants in raising concerns.

o Understand and follow this policy.

o Assist participants and stakeholders in submitting complaints.

• Complaints Manager:

o Oversee the receipt, investigation, and resolution of complaints. Ensure timely and fair outcomes.

o Ensure the policy is implemented effectively.

o Manage investigations and resolutions.

• Leadership Team:

o Ensure that the complaints management system is implemented, maintained, and reviewed.

o Oversee trends, implement systemic improvements, and review the policy annually.

• Participants: Provide honest and constructive feedback to assist in improving service quality.

Escalation to External Bodies

Participants and complainants can escalate complaints to the NDIS Quality and Safeguards Commission:

• Phone: 1800 035 544

• Website: www.ndiscommission.gov.au

Review

This policy is reviewed annually to ensure compliance with NDIS Complaints Management and Resolution Rules 2018 and to incorporate feedback from stakeholders.