IT'S OK TO COMPLAIN!
CUSTOMER FEEDBACK POLICY
Respite Now’s customer feedback policy is aimed at maximising all feedback received from customers with the view to mitigating the likelihood of the incident occurring again and improving our performance. If someone is prepared to take the deliberate actions required to make a complaint, we see that as an excellent opportunity to not only improve our business but more deeply connect with our customers, not let it happen again or to anybody else. We will ensure the person (or group) that provides the feedback knows we take their feedback seriously and before responding will review the circumstances surrounding it and provide a timely, considered response along with the relevant actions we will be taking to minimise the chance of it happening again or to anybody else. It sort of goes with our philosophy, 'we'll clean up any mess we make'.
THE 8 WAYS YOU CAN HELP US IMPROVE OUR BUSINESS
If you have a compliant, your best resource is a Respite Now manager.
- You can call Greg on: 0403 577 827 or Email: gmillard@respitenow.com.au
- You can call Jane on 0423 406 487 or Email: jane@respitenow.com.au
1. We will ensure there are clear feedback mechanisms in place at each customer touch point and all feedback incidents will be documented, investigated & monitored.
2. Feedback responses will be encouraged and proactively promoted by all staff.
3. Feedback will be collected on a monthly basis (where appropriate) and an immediate, courtesy response will be made advising that we have received your feedback and we will review the circumstances surrounding it before responding more fully within 4 business days.
4. All people involved with the feedback incident will be contacted and given a ‘feedback incident report’ which is to be returned to management within 24 hours.
5. Management will review all documentation along with their own review of the incident and if required will call a meeting of all people involved which will be held within 3 business days of the incident.
6. Irrespective of the outcome of the ‘feedback incident meeting’ minutes of the meeting along with all action points will be documented and a resolution set. Next steps will be agreed and a feedback and improvement strategy set.
7. The most suitable/timely contact will be made with the customer, and irrespective of the severity of the incident a ‘thank you for caring’ letter will be sent to the person/group who initiated the feedback.
8. All incident follow-up and action will be monitored, recorded and saved.
If you would like to engage an advocate to assist and support you, please feel free to have this person either contact us or be a part of any meetings, phone calls or email communications.
WHAT IF I'M NOT HAPPY WITH THE RESPONSE / OUTCOME AFTER COMPLAINING TO RESPITE NOW?
If you feel your complaint is of a nature or severity requiring a higher authority, we recommend you contact the NDIS Quality & Safeguards Commission. How they handle complaints?
They will acknowledge your complaint and may ask for more information. You can let us know your preferred method of communication. In helping to resolve a complaint, we may:
• request information and documents to help clarify the issues
• help you to talk to the NDIS provider
• with your consent, speak to the NDIS provider about the issues
• talk to you about the information we receive from an NDIS provider.
Sometimes a complaint may be referred to conciliation or investigation. A conciliation meeting helps people to understand the issues and reach agreement on how a complaint can be resolved. An investigation may be conducted if the issues raised in the complaint involve serious concerns or risks to people with disability. As part of this, we may request further documentation, contact people involved in the complaint, visit the service provider or talk to other people affected by the issues including other people with disability and staff. If a complaint raises a serious compliance issue, we have powers to take action. You may withdraw a complaint at any time by telling us.
If you’re unsure about who to contact or what to do about an issue, a Respite Now manager can give you advice or help you find the right place to go.
I'm not happy with NDIS funded services:
Call the NDIS Commission 1800 035 544
I’m not happy with the NDIA’s actions or decisions:
Contact NDIA or Commonwealth Ombudsman 1800 800 110
www.ndis.gov.au www.ombudsman. gov.au
I’m not happy with a service provided by another agency or body:
Your state or territory complaints body.
Find links on the NDIS Commission website www.ndiscommission. gov.au
I’m not happy with a service provided by another agency or body
Your state or territory complaints body Find links on the NDIS Commission website www.ndiscommission. gov.au I’m not happy with the NDIA’s actions or decisions NDIA or Commonwealth Ombudsman 1800 800 110 www.ndis.gov.au www.ombudsman. gov.au
Make a complaint
Call us 1800 035 544 (free call from landlines)
Complaint contact form www.ndiscommission.gov.au
National Relay Service www.relayservice.gov.au then 1800 035 544
Translating and Interpreting Service 131 450
VICTORIAN DISABILITY CODE OF CONDUCT FOR OUR STAFF (your carer/s)
Five obligations for disability service workers:
1. You must provide services without engaging in abuse, exploitation, harassment or neglect.
2. You must report any form of abuse or suspected abuse.
3. You must not engage in sexual abuse or misconduct and must report any such conduct by other workers, people with a disability, family members, carers or community members.
4. You must show respect for cultural differences when providing services.
5. You must act ethically, with integrity, honesty and transparency.
Obligation 1:
You must provide services without engaging in abuse, exploitation, harassment or neglect. Zero tolerance of abuse of people with a disability requires that a disability service worker appreciates people with a disability have needs, preferences and feelings just like everyone else. It also requires workers to actively listen to, and prioritise, the preferences of people receiving support services,where it is safe to do so.
To meet this obligation you must:
• Treat people with a disability with dignity and respect, and uphold their human rights.
• Never abuse, exploit, harass or neglect a person with a disability.
• Always take action to ensure a person with a disability you have reason to believe may have been abused, exploited, harassed or neglected receives appropriate support (for example, medical support, counselling and support to report abuse to the police).
• Actively listen to people with a disability and their families, carers and advocates to deliver support with their interests and needs in mind.
• Support people with a disability to meaningfully engage with their local community and society.
• Exercise professional and ethical judgement when providing services.
Obligation 2:
You must report any form of abuse or suspected abuse. Zero tolerance of abuse of people with a disability requires all disability service workers to report any form of abuse.
Reporting in this context means reporting to your supervisor or manager. Reporting to other authorities should occur in line with your organisation’s reporting policy and procedures.
This includes reporting any abuse committed by colleagues, other workers, family members, carers, people with a disability or community members.
To meet this obligation you must:
• Take all allegations of abuse seriously.
• Report any abuse or suspected abuse to your supervisor or manager and, if necessary, other relevant authorities in line with your organisation’s reporting policy and procedures. This includes reporting incidents that raise concerns about the support provided by another worker.
• If you think your employer has not acted on your first report and people with a disability are at risk, report the abuse or suspected abuse to other authorities such as the Disability Services Commissioner.
• Facilitate access to independent support, such as an advocacy service or the Office of the Public Advocate, where a person’s rights are not being upheld.
• Participate in training, information sessions and supervision provided by your employer that assists you to understand what abuse is and its various forms, and the application of the code of conduct.
Obligation 3:
You must not engage in sexual abuse or misconduct and must report any such conduct by other workers, people with a disability, family members, carers or community members. All forms of sexual misconduct and sexual abuse are unacceptable and are a violation of the code.
To meet this obligation you must:
• Always report sexual misconduct and abuse.
• Recognise the power imbalance between you and a person receiving your support and how this affects the kinds of behaviour that are appropriate.
• Never engage in any sexual conduct with a person who you support, including actions committed by force, intimidation, coercion or manipulation.
• Never engage in any form of sexual activity or behaviour with a person who you support. This includes sexual advances and sexual, personal or erotic comments.
Obligation 4:
You must show respect for cultural differences when providing services. Cultural respect involves recognising and valuing the diversity of people and creating an inclusive environment where it is safe for people with a disability to express their cultural, religious and sexual identity.
To meet this obligation you must:
• Be aware of and actively listen to the expressed needs, values and beliefs of people from cultural, religious and ethnic groups that are different from yours, about culturally relevant needs that affect the delivery of support services. This includes people with a disability, their families, carers and advocates.
• Consult with families, carers, advocates and other supports to clarify cultural expectations when these are unclear or not currently being met.
• Respect religious or spiritual beliefs and practices that are different from your own.
• Ensure cultures that are different from your own are acknowledged and respected.
Obligation 5:
You must act ethically, with integrity, honesty and transparency. Acting ethically means upholding professional obligations while providing support services and avoiding situations that will violate community standards and the expectations of those receiving support.
Acting with integrity means doing the right thing even if no one is watching.
Acting with honesty and transparency means being open and clear about what you are doing and being careful to avoid situations that could be seen as a conflict of interest.
By demonstrating these values in all aspects of your work, you can provide high-quality support services.
To meet this obligation you must:
• Respect the privacy of people with a disability and their families, carers and advocates.
• Display professionalism while providing support services.
• Communicate in a language, form, manner and tone that enables people with a disability to understand the information provided and to make their preferences known.
• Maintain appropriate professional boundaries, and act at all times to protect the boundaries of the professional relationship.
• Always recommend and provide supports that serve the needs and interests of people with a disability.
• Never use the power you have over people with a disability you support for personal gain.