This policy establishes Safe Hands Disability’s commitment to welcoming feedback and complaints, and the process for receiving, acknowledging, investigating, and resolving them in accordance with NDIS Practice Standards.
Safe Hands Disability values all feedback — positive and negative — as an opportunity to improve our services. We are committed to resolving complaints fairly, promptly, and without fear of reprisal for the person making the complaint.
This policy ensures we meet our obligations under:
| Term | Definition |
|---|---|
| Feedback | Any comment, suggestion, or compliment about our services — positive or negative — that does not require a formal resolution process. |
| Complaint | An expression of dissatisfaction about our services, staff, or decisions that requires a formal response and resolution. |
| Complainant | A participant, family member, carer, advocate, or any person who makes a complaint. |
| Reportable Complaint | A complaint that involves a reportable incident under the NDIS Act and must be reported to the NDIS Commission. |
Any of the following may make a complaint to Safe Hands Disability:
Complaints may be submitted by any of the following methods:
Assistance is available for people who need help making a complaint (e.g. use of an interpreter, Easy English format, or advocate). Contact us to arrange this.
All complaints are acknowledged in writing (or by phone if preferred) within 2 business days of receipt. The complainant is advised of the process and expected timeframes.
The complaint is recorded in our Complaints Register and assessed by the Complaints Officer for severity, urgency, and whether it meets the threshold for a reportable incident. The complainant is contacted to clarify details if needed.
An investigation is conducted proportionate to the nature and severity of the complaint. This may involve reviewing records, speaking with staff, and gathering additional evidence. The complainant is kept informed of progress.
A written outcome is provided to the complainant, including findings, actions taken, and any changes to be made. Where a longer timeframe is required, the complainant is notified and given a revised date.
Complaints are analysed for systemic trends and used to improve our services. The Director/CEO reviews the Complaints Register quarterly.
| Action | Timeframe |
|---|---|
| Acknowledgement of complaint | 2 business days |
| Assessment and recording | 5 business days |
| Investigation completed | 14 business days |
| Written outcome provided | 21 business days |
| Critical / urgent complaints | Same day response; within 24 hours for life-threatening concerns |
If you are not satisfied with our resolution, or at any time during the process, you may escalate your complaint to:
NDIS Quality and Safeguards Commission
Phone: 1800 035 544 | Website: ndiscommission.gov.au
The Commission can investigate complaints about registered NDIS providers.
We will never penalise, discriminate against, or disadvantage anyone for making an external complaint.
All complaint information is kept confidential and shared only with those directly involved in the investigation and resolution. Complaint records are stored securely and retained for 7 years.
No reprisal, victimisation, or adverse action will be taken against anyone who makes a complaint in good faith. Any worker found to have engaged in reprisal against a complainant will be subject to disciplinary action including potential termination of employment or contract.
| Role | Responsibility |
|---|---|
| Director / CEO | Approves this policy; reviews Complaints Register quarterly; handles unresolved or serious complaints |
| Complaints Officer | Receives, records, investigates, and resolves complaints; maintains Complaints Register; provides outcome to complainant |
| All Workers | Listen to complaints without prejudice; refer complainants to the Complaints Officer; never act in reprisal |
| Participants | May make a complaint at any time by any available method; may involve an advocate or support person |