Complaints Policy

Commitment

Thrive Rehab is committed to providing and maintaining quality occupational therapy services. Feedback is one way I can reflect on what I do and improve. The purpose of the policy is to:

provide an environment of respect and open communication
manage all feedback in a consistent, fair, and timely way
outline roles and responsibilities
reach satisfactory outcomes
meet legislative and requirements
use feedback to improve.

Scope

This policy relates to provider – Thrive Sexuality Education.

Definitions

The following definitions are relevant to this policy:

Acknowledge

is to validate the person’s feelings.

Apology

is saying sorry.

Complaint

is a statement that something is not ok, where a response is expected. It can be verbal or written.

Compliment

is expression of praise, encouragement or gratitude.

Concern

is something that is of importance to someone or may cause them anxiety.

Feedback

is information from someone about their experience. It includes concerns, complaints, compliments and suggestions.

Issue resolution

is the agreed way to resolve complaints, disputes or matters of concern. Mediation is where a neutral party tries to bring about a positive resolution or compromise.

Natural justice

is making sure decision-making is fair and reasonable. It involves decision- makers informing people of a complaint that involves them, hearing their story, not having a personal interest in the outcome, and acting on evidence and logic.

Notifiable

concern or complaint is one that requires government be notified by law.

Suggestion

is an improvement idea for consideration.

Vexatious

claim is pursued to harass, annoy or cause issues.

Feedback

We welcome feedback to grow and improve. Feedback can be verbal or written. We may also survey people to get feedback.

While compliments are nice and easy, it is also ok to raise a concern or make a complaint. This is important, as it helps us to learn and improve our service.

No one will be treated differently because of a complaint. Everyone involved will be treated with respect, and confidentiality will be maintained.

Information relating to feedback will be documented and stored securely. Details relating to concerns or complaints will be treated confidentially.

If someone wishes to offer compliments or suggestions anonymously their confidentiality will also be respected.

Maintaining your information

In line with our Privacy Policy, privacy of personal information is maintained and information is stored securely.

Everyone involved in a complaint process must maintain confidentiality.

Responsibilities

Clients and their families are responsible for:

communicating concerns as soon as possible
trying to resolve a complaint by speaking respectfully with the person involved
raising any unresolved matters
being respectful if someone wants to discuss feedback
maintaining confidentiality
cooperating with requests to meet or provide relevant information when requested in relation to complaints
not make vexatious claims.

We, as the provider are responsible for:

working in line with this policy
ensuring that people understand their rights, and their right to an independent support person or advocate if they choose
promoting open communication and learning from feedback
being respectful if someone wants to discuss feedback
listening, acknowledging and responding to feedback
focusing on positive solutions
respecting independence and choice
documenting feedback
sharing constructive feedback
maintaining confidentiality.

Feedback Policy questions and feedback

If you would like to provide feedback, you can fill in my complaints form (linked below), you can speak with Anita Brown-Major directly during or following a therapy session, you can send an email directly, or you can contact the NDIS Quality and Safeguards Commission. Information and links are provided below if you need support to provide feedback.

If you would like a copy of this policy, or if you have any privacy questions or feedback, please contact me at:

thriverehab16@gmail.com

www.thriverehab.com.au

0424034096

Support to provide feedback

If you need help to make a complaint, you can contact the National Disability Advocacy Program and follow the link to find an advocate in your area:

https://www.dss.gov.au/our-responsibilities/disability-and-carers/program-services/for-people-with-disability/national-disability-advocacy-program-ndap

If you aren’t happy with how I have managed your complaint

You can contact the NDIS Quality and Safeguards Commission (NDIS Commission). The NDIS Commission is an independent Commonwealth agency that is in charge of checking the quality and safety of NDIS supports and services.

You can contact the NDIS Commission by:
Phoning 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.

Visiting their website www.ndiscommission.gov.au

Victorian Equal Opportunity and Human Rights Commission

204 Lygon Street, Carlton Vic 3054 1300 891 848

1300 289 621 (TTY) or submit your complaint online.

Forms

• Thrive Incident form

• Thrive Complaint Form

• Thrive Sharing Information Consent Form

Legislation, Standards and Agreements

The following legislation applies to this policy and supporting documentation:

Charter of Human Rights and Responsibilities Act 2006 (Victoria)