Welcome to Support services Best 4U

Complaints, Compliments and Feedback Process

  


We recognise and understand the importance of feedback as an opportunity for our organisation to maintain growth and improve our foundation continuously while providing and delivering services. We respect the rights of our clients and encourage everyone to contact us directly with any complaints, compliments and feedback and share what you think we can improve on in the future, what we achieve well in the services we provide and what you may think we could do differently.

What is a Complaint?

A complaint is a statement that something is unsatisfactory or an expression of dissatisfaction made to or about our organisation in relation to services we provide including how previous complaints were handled, for which a response or resolution is explicitly or implicitly expected.

Complaints Management Guidance Principles

Our approach as an organisation is to comply with National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018, Ensuring we deliver safe and quality services to people with a disability in our organisation.

The following principles apply to our management team handling complaints received by Support Services Best 4 U.

· All clients we be contacted directly by our Management team as early as possible once feedback or complaint is received how the process of a complaint can be made and where

· Our Management team will ensure our clients are provided with our organisations support and given the opportunity to escalate complaints further to the NDIS National Quality and Safeguards Commission when required

· All complaints and information are kept confidential and can remain anonymous when submitted

· Complaint will be acknowledged, assessed by our management team in a fair, timely and efficient manner

· Complaints will be reviewed on our complaints register on a month to month basis for opportunities for improvement with our organization 

· Persons submitting a complaint will be supported, kept informed by our management team of action taken or resolutions during and after the process of the complaint

Complaints Process 

Support Services Best 4 U aim to resolve your complaint quickly and informally where possible.

Where not possible for resolution immediately, we will

· Keep you informed including to involve you with further input in needed

· Respond and Acknowledge your complaint within 2 business days

· We aim to resolve complaint within 10 business days 

· Notify you of outcome of complaint with action that was taken and needing to be taken to resolve the issue

· Support you to progress with a complaint to NDIS Commission should you not be satisfied with complaint outcome within our organization

How to lodge a complaint with Support Services Best 4 U

Use one of the following:

· Raise your concerns directly to a Support Services Best 4 U staff member

· Call 0242444784 and speak with one of our Management team

· Email us directly at reception.best4u@gmail.com

· Mail us a letter with your details or complaint form to 1/105 Shellharbour Road, Warilla NSW 2528

· Complete the complaint form on our website www.best4u.org.au 

If a complaint can not be resolved immediately, we aim to acknowledge complaints and contact you within 2 business days of date of complaint received. You will be given details of a contact person on our Management team to communicate directly with at any time.

You will receive a formal response regarding complaint within 10 business days.

Escalate a complaint

If you are not satisfied by outcome please request to be referred directly to Support Services Best 4 U Director

External Complaint

You have the right to make a complaint directly to NDIS Commission at any time, Support Services best 4 U will support you during this process and provide information needed.

If you would prefer to contact the NDIS Commission directly and raise a complaint please visit NDIS Quality and Safeguards Commission website at www.ndiscommission.gov.au 

or call on 1800 035 44.

If you disagree with the decision the NDIS has made regarding your complaint you can raise your concerns directly to the Commonwealth Ombudsman, you can find information

at www.ombudsman.gov.au or call 1300 362 072.

Compliments and Feedback

We invite clients to provide feedback of positive impacts our staff and services have provided.

If you would like to submit feedback directly to Support Services Best 4 U, use one of the following:

· Speak directly to a Support Services Best 4 U staff member

· Call 0242444784 and speak with one of our Management team

· Email us directly at reception.best4u@gmail.com

· Mail us a letter with your details or complaint form to 1/105 Shellharbour Road, Warilla NSW 2528


Complaints and Feedback Form[7238] (docx)

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