Complaint Management Policy

Effective date: 8/09/2021

Policy 

Victorian Specialist Support Services is committed to delivering high quality services that respond to the community’s needs. VSSS values the benefits of effective complaint handling. We believe that participants should be able to provide feedback (both positive and negative) about our services and the way we provide them. Effective complaint management is about accountability, access and business improvement. It is an important part of our service offering.  All complaints/feedback, regardless of where they come from, are welcomed, acknowledged, respected and well-managed.

Scope

  • This policy applies to you, the Participant, your nominated representatives, our staff including permanent and casuals, contract workers and volunteers. Complaints received by NDIS or NDIA correspondence or contact. Complaints received from both external clients (i.e., the public) and internal clients, business providing services to VSSS business areas and complaints received anonymously.

Out-of-Scope

  • Decisions made by courts or tribunals, inspectors, commissioners, or denied requests for information are out of scope of this policy. Complaints regarding these decisions are investigated through other processes and/or legislative requirements.

What is a complaint under this policy?

Under the NDIS Commission a customer complaint is:

  • A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. It might be that which you feel your rights have been violated; you are unhappy about a decision made on your behalf; or you have been subjected to unfair, discriminatory, or unjust behaviour. 

  • Note: Any allegation of harm or inappropriate behaviour cannot be put forth as a complaint under this policy, but needs to follow the Incident Management Policy and procedures for allegations of abuse and harm.


There are three levels of complaints at VSSS:

  1. Minor: This can be resolved to the satisfaction of the participant through open communication between the participant and/or his/her authorised representative and the support worker or staff member.

  2. Moderate: This is not able to be resolved to the satisfaction of the participant through open discussion between the participant and/or the authorised representative and the staff member/support worker. It also has the potential to impact on service provision and an investigation is required to determine the root cause of the complaint and to come to a satisfactory outcome for the complainant.  The intake officer or operations manager will investigate all moderate complaints. 

  3. Serious: This is where a participant or their representative firmly believe that they have been subject to unjust, unfair or discriminatory behaviour that has the potential to cause serious damage if left unresolved. For example, grossly substandard care which-may include professional misconduct and reporting to external agencies. Breaches or possible breaches of privacy. Actual or suspected criminal or unlawful conduct – in these cases the Incident Management Policy will be followed. The operations manager will investigate all serious complaints.


Complaint Principles

  • There is no wrong door to making a complaint or providing feedback to VSSS.

  • Everyone has a right to complain.

  • VSSS proactively seeks and receives feedback and complaints.

  • People making complaints are treated with respect.

  • Complainants are not adversely affected because of a complaint made by them or on their behalf.

  • VSSS will accept complaints from representatives of clients, including family members, friends and other people or organisations that act in support of the person.

  • We treat all complaints with visibility, transparency and access.

  • Information about how and where a complaint may be made is well publicised on VSSS’s websites and made available (both in writing and verbally) at frontline service locations.

  • At the Intake and Planning meeting participants are provided Information on how to make a complaint or provide feedback.

  • A complaint may be made to any employee of VSSS in person, by phone, email, letter or using the online form on VSSS’s websites.

  • If an individual believes their human rights have been breached due to an action or decision of VSSS, they can make a complaint.

  • VSSS will provide all reasonable and practical help and support to make it easy for all complainants to make a complaint by recognising the particular needs of people, including people with disability and children.

  • Anyone can complain regardless of age, race, location, background etc. 

  • A complainant will not be charged a fee to complain.

  • Complaints are acknowledged promptly and responded to fairly, reasonably and in a timely manner.

  • Anonymous complaints are treated like any other complaint.

  • Staff are aware of the policy and procedures available on VSSS websites and FlowLogic.

  • Adequate resources, including trained staff, are available to manage complaints.

  • Complaints are recorded and tracked, timeframes for resolution are monitored and complainants are entitled to reasonable progress reports.

How VSSS handle complaints or feedback 

VSSS Staff  

Regardless of who receives the complaint it is our responsibility to listen to and respond to all complaints. The aim is to manage frontline complaints at the point of contact and to resolve the complaint as soon as possible. 

This process includes, but not be limited to:

  • Communicate in a welcoming, empathetic and respectful manner with the person making the complaint.

  • Provide an environment for them to express their concerns in a form of communication to meet their needs.

  • Remind the person that confidentiality will be maintained.

  • Apologise to the complainant for their unsatisfactory experience. 

  • Clarify the concerns and identify their expectation about the results. 

  • Explain the process of managing the complaint and resolution system.

  • The person receiving the complaint will complete the feedback and complaint form in FlowLogic as soon as practical or encourage the participant or nominated representative to either: complete the feedback form on the website, email Info@vsss.com.au, call one of the team members in the office or via an alternate method they decide works best for them.

  • Advise the participant that by making a complaint that this will not have an adverse effect upon the participant in respect to inclusiveness, access to services, activities or opportunities available at VSSS.

  • Advise the participant that they will be provided with a verbal response within a 14-day period and a written response within 28 days of the outcome.

  • Advise the participant or representative they can raise their complaint through external agencies such as the NDIS Commission.

  • The person receiving the complaint should detail as much information as possible and ensure they record the outcome the person is seeking on the complaint tool. 

  • Once received the operations manager or another person from the office based staff will acknowledge the complainant within 3 working days then follow up with the complainant and communicate the progress and outcome of the investigation (If required) with the participant, participant’s family/support network.

  • At all stages the participant will be empowered to be fully involved in the process and be kept informed of discussions and outcomes.

  • The operations manager will determine the complaint level and act accordingly.

  • The operations manager will follow up with the person making the complaint to make sure whether they are satisfied with the resolution process and outcomes and deem the case closed on FlowLogic.

  • A review of the complaint may warrant an Investigation and or a risk assessment and that is the responsibility of the operations manager. 

How to make a complaint or provide feedback for participants or your representative.

Participants or your representative 

  1. Talk to the person and try to solve it together

  2. If that doesn’t work or you don’t feel comfortable doing that you can either:

  • Call us on: 0447 137 912 

  • Email us: info@VSSS.com.au

  • Send us a letter by mail: 100 Mitchel Street, Bendigo, VIC 3550 

  • Fill out the online feedback form 

Or, you can contact one of the following agencies if you are not happy with how we handle your feedback:

What will happen when you provide feedback?

  • We will ask you what happened and if there was anyone else involved. 

  • We will let you know we have received your complaint/feedback within 3 working days.

  • We will talk or communicate with you in a way you understand about what happened.

  • We will ask you what you want to happen next.

  • We will keep you updated with actions that follow.

  • We will ask if you are happy with the outcome no later than 28 days after we receive your feedback.

  • We will help you to be supported by an advocate if you need/ask for it.

  • We will explore your options for review if you are not happy, Including referring your complaint to an external agency. 

Objectivity and fairness

  • Complaints are taken seriously and are handled fairly, objectively and without bias.

  • Complaints are assessed and categorised on nominated criteria.

  • Personal information is managed in line with the Information Privacy Act 2009 and ethical obligations.

  • Records of all interviews will be kept and attached to the complaint form.

  • The operations manager will follow all relevant external reporting obligations and investigate all matters, within their delegation, if required against relevant legislation taking into considerable applicable laws and legislation such as: the NDIS reportable incidents criteria, the Reportable Conduct Scheme CCYP, Victorian Law, Child Protection etc. 

  • The principles of natural justice and provision of avenues for review are applied to all complainants.

  • Reviews of decisions will be made by people other than the original decision-maker.

Feedback

  • Adequate and timely feedback is provided to all complainants about the progress of their complaint, the outcome reached by VSSS and the reasons for VSSS’s decision.

  • Complainants are notified of available review mechanisms. If a complainant is unsatisfied with the outcome of their complaint, they may request a review. If a complainant remains unsatisfied with the outcome after internal review, they may take this complaint further to an external agency as listed below.  

  • VSSS will seek regular feedback about the way it manages complaints.


Advocacy

VSSS will at all points of contact advise the participant and/or authorised representative of their right to seek support from an advocate.  VSSS will provide the names of agencies that can be of assistance.  

Record management

All complaints/feedback will be recorded and stored in FlowLogic and the complaints report will be generated each month for the leadership meeting and any trends will be analyses and acted upon accordingly. 

Remedies

Appropriate remedies that are fair to both the complainant and VSSS are offered. Complainants are able to request a remedy that is considered as the first option.

Informal resolution and compromise are attempted wherever possible.

Similar remedies are offered to all persons in a similar situation.

Continuous Improvement 

  • VSS takes all feedback as a form of accountability, learning and prevention

  • The policy and procedures are reviewed periodically to ensure relevance and effectiveness.

  • VSSS maintains an 'Opportunity for Improvement Register' (OFI) and all improvements made as a result of feedback or a complaint will be recorded on the OFI register 

  • Mechanisms are in place to gather and record information to meet reporting requirements, identify complaint trends, monitor the time taken to resolve complaints and identify potential business improvements.

  • Potential system improvements revealed by complaints are identified by the area responsible and reported regularly to the Director at the leadership meetings 

Training

All VSSS staff receive compulsory induction training in the Complaint Management Policy and how to support a participant or their nominated representative to make a complaint or provide feedback via their preferred method. This is all done before staff commence direct supports or when there is a change to the way we handle complaints or feedback. 

Relevant legislation or Polices

Incident Management Policy

Person Centred Supports Policy 

Code of Conduct  

Child Safe Standards, Department of Health & Human Services 

Victorian Charter of Human Rights

Disability Services Commissioner website http://www.odsc.vic.gov.au

NDIS Commission How to make a complaint about a provider | NDIS Quality and Safeguards Commission (ndiscommission.gov.au)

NDIS Feedback and complaints | NDIS

Victorian Ombudsman Home | Victorian Ombudsman