High quality, safe, and skilled support to NDIS Participants is the goal.
Even with your best efforts and best intentions, complaints may arise.
The NDIS Code of Conduct requires all providers, including Independent Support Workers, to support Participants with complaints and to manage complaints appropriately and promptly.
Kynd provides all Members with access to a Feedback & Complaint Form. Where feedback or a complaint is raised about your service, we will request consent to raise their concerns with you.
What is Feedback?
Information, formal or informal, that gives insight into a person's experience with your service.
Feedback relates to constructive comments that can be positive or negative.
What is a Complaint?
Any expression of dissatisfaction, written or verbal, from someone who has used your service.
Under the NDIS Code of Conduct, complaints must be acknowledged by you.
You must handle them in reasonable timeframes and in a way that respects individual's needs.
A verbal complaint must also be treated in the same way as a written complaint.
Tips for effective complaints management
- Information - Provide Participants with an NDIS Participant Welcome Pack.
- Process - Have a complaint management process, and invite feedback from Participants.
- Clarity - Proactively explain your complaint process to Participants in accessible ways.
- Accountability - Inform Participants of their rights and your responsibilities.
- Advocacy - Advise Participants how to access help to make a complaint.
- Report - Tell Participants how to make complaints to the NDIS Commission.
- Record - Document all actions, outcomes, and decision making rationale.
- Reflect - Learn and continually improve from feedback and complaints.
- Retain - Securely keep relevant records for timeframes required.
- Support - Seek guidance when you’re unsure, and take care of your wellbeing.