Complaints Management Policy
Policy
Keto Australia is committed to ensuring that all participants have knowledge of and access to our complaints management and resolution system. Complaints made by all parties are welcomed, acknowledged, respected and well-managed.
Keto Australia ensures:
- any person can easily make a complaint orally or in writing (including an anonymous complaint)
- appropriate information is provided to the participants about how to make a complaint to the provider and the Commissioner
- all complaints are dealt with fairly and quickly
- appropriate support and assistance are provided to any person who wishes to make or has made a complaint
- a person who makes a complaint, or a person with a disability affected by an issue raised in a complaint, is not adversely affected as a result of the making of the complaint
- information provided in a complaint is kept confidential and only disclosed if required by law or if the disclosure is otherwise appropriate in the circumstances
- relevant records and information about complaints are maintained appropriately
This policy provides direction to all Keto Australia employees regarding the importance of responding effectively to complaints and defines what constitutes a complaint and the process for managing a complaint.
Procedure
A complaint can be ‘an expression of dissatisfaction with a service provided’ or a concern that provides feedback regarding any aspect of service that identifies issues requiring a response.
Keto Australia provides information about how to make a complaint to the participants and their family/support network through the ‘Participant Handbook’ as part of the ‘Participants Welcome Pack.’
A participant can make complaints to the participant’s family/support network. Anonymous feedback/complaints are accepted, too. The way to raise an anonymous complaint, including direct contact and escalation to the NDIS Commission, has been provided in the ‘Feedback and Complaints Management Form’ and as part of the ‘Participants Welcome Pack’.
Keto Australia will ensure all complaints are acknowledged, assessed and resolved fairly, efficiently and timely.
The complaint will be acknowledged in person, orally or in writing within 5 calendar days of receiving the complaint. All forms completed automatically notify staff to ensure these deadlines.
Managing The Complaint
We are responsible for listening to and responding to a complaint. The aim is to manage frontline complaints at the point of contact and to resolve the complaint as soon as possible. This includes, but not be limited to:
- communicating with the person making the complaint
- provide an environment for them to express their concerns
- clarifying the concerns and identifying their expectation about the results
- explaining the process of managing the complaint and resolution system
- express our understanding, empathy and apology
- complete the ‘Feedback and Complaints Management Form’ and update the ‘Feedback and Complaints Register’ as soon as practical.
- communicate the progress and outcome of the investigation with the participant and the participant’s family/support network.
- follow up with the person making the complaint to ensure they are satisfied with the resolution process and outcomes.
Review And Risk Assessment
All complaints are reviewed and investigated. All investigation information is collected in the ‘Complaints Management Form’. This form also will be shared with participants and their family/support network as a part of the Welcome Pack.
The root cause of the complaint will be analysed to identify what has happened and determine the appropriate action.
Required actions are determined and implemented per recommendations from the investigation and review in developing and ensuring improved practice.
A suitable time frame for implementing recommendations will be documented in action plans and the ‘Complaints Management Form’.
Information also includes who will be accountable for the implementation.
Ongoing monitoring is in place to ensure recommendations are addressed promptly and to evaluate the success of any action taken to achieve improvement.
Feedback regarding the effectiveness of recommendations is discussed with the participant in seeking feedback on the implemented suggestions. This feedback can be informal or formal.
If applicable, a risk assessment will be undertaken to ensure all aspects of the services and activities are managed and controlled safely. ‘Risk Assessment Register’ to be updated.
Keto Australia will collect statistics and other information relating to complaints to review the efficiency and effectiveness of the Complaints Management process to ensure they are all well managed and identify and eliminate any systematic issues.
Record Keeping
Keto Australia will maintain all records relevant to the complaint for 7 years from the day the record is made.
Resources
National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018
Related Documents
NDIS-FORM-003-Feedback and Complaints Management Form
NDIS-FORM-005-Risk Assessment Register