Complaints & Feedback Policy

Providers of disability services are required to have a consumer grievances and complaints procedure, in accordance with the Disability Services Act (1993), and National Standards for Disability Services Standard 4. 

Purpose

Full Circle complaints management policy aims to assist in quality assurance and development as well as achieve the following standards:

1. Provide clients and their families with a means to complain or compliment us on services provided.
2. Increase the level of client satisfaction with the delivery of services and enhance the consumer/provider relationship.
3. Recognise, promote and protect consumers’ rights, including the right to comment and complain.
4. Provide an efficient, fair and accessible mechanism for dealing with consumer complaints.

Making a complaint

Complaints can be made via phone, email, in person, in writing, or on the feedback and complaints form on the Full Circle website.

Management will ensure that the complaints management policy is accessible to clients through the following means:

• Complaint and Feedback section on website
• Provided in service agreements/terms and conditions forms
• Exit surveys – to be send to all clients discharged/exiting from the service
• Client Satisfaction surveys –sent annually

Complaint Management Process

When a complaint is made:

• In person or via the phone: The person receiving the complaint will try to rectify the situation at the point of contact, offering remedy appropriate to the complaint and their position.
• Through the complaints online form or written communication: Management will try to rectify the situation by offering an appropriate remedy.
• If the compliant cannot not be rectified; the staff member taking the complaint will refer the complainant on to management and inform management of complaint within 24 hours.
• Management will send a receipt of complaint email to the complainant and appropriate staff will begin the complaint management process.
• When the complaint is regarding:
  • General service delivery, management will consider the feedback and apply as necessary and respond to the complainant.
  • A breach in policy by staff, clients or visitors, management will contact the complainant to arrange a suitable time to discuss the complaint and conduct investigations as required.
  • A staff member’s conduct, management to follow employee misconduct policy process.

Compliant Outcome

• Management will endeavour to resolve the complaint. The complainant will be informed of the outcome of their complaint via email.
• External HR advice will be sought as required to maintain an unbiased outcome.
• NOTE: Complaints will be kept confidential however details of a complaint may need to be disclosed to relevant parties to ensure procedural fairness. This will be determined on a case-by-case basis.
• If a suitable outcome is not sought, the client will be directed to direct their complaint to the appropriate external agencies. Details as follows:
  • NDIS Quality and Safeguards Commission
    (for customers receiving NDIS funding) Phone 1800 035 544 or email feedback@ndis.gov.au or visit ndiscommission.gov.au
  • Health and Disability Services Complaints Office (HaDSCO)
    (for customers receiving State Funding from Department of Communities)
    Phone 1800 813 583, email mail@hadsco.wa.gov.au  or or visit hadsco.wa.gov.au
  • Allied Health Practitioner Registration Agency (AHPRA) Phone: 1300 419 495 or visit www.ahpra.gov.au