Complaints Policy

Client / Worker Complaint Procedures
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Purpose
All Clients and workers have the right to complain, without fear of retribution, victimisation or vilification. Complaints are not limited to Client’s as defined
below. All complaints will be handled in a sensitive and confidential manner, and will be responded to promptly. The following procedure sets out the guidelines for complainants.
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Definitions:
a. Client – includes individual accessing the service, parents, carers and advocates of children.
b. Complainant – includes Clients, workers, members of the community, other services or organisations and other interested parties.
c. Workers – includes employees, contractors and work experience students.
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Principles:
a. Any individual who comes into contact with Stepping Stones OT will be treated with dignity, courtesy and respect.
b. All complaints will be treated sensitively, fairly, confidentially and in a timely manner. Information relating to complaints will only be disclosed to those directly involved in managing, investigating or resolving the complaint, unless disclosure is required by law.
c. Stepping Stones OT will promote appropriate standards of conduct at all times.
d. Complainants have the right to participate in discussions regarding the complaint and to provide information relevant to the investigation. The complaint procedure is based on the principle of natural justice.
e. This means:
▪ Fully informing a person of any allegations that are made against them.
▪ Giving individuals the opportunity to state their case, provide an explanation or put forward a defence.
▪ Ensure that proper investigation of the allegations occurs.
▪ Ensure that the decision-maker acts fairly and without bias.
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Procedure for complaint against Stepping Stones OT
a. Clients and workers are encouraged to raise their complaint with the Stepping Stones OT worker concerned in the first instance. This can be done either informally or formally.
b. If the client or worker is not satisfied with the outcome, or does not wish to discuss the issue with the Stepping Stones OT worker
concerned, they should contact another Stepping Stones OT worker. Ideally, this will be the Practice Manager. At this stage, the informal complaint becomes a formal complaint.
c. Once a formal complaint is made, a Complaints Form is filled in by the complainant.
d. Once the complaint form has been completed, the complainant will forward to the Director.
e. Once the complaint has been made Stepping Stones OT will acknowledge receipt of complaints within 72 hours where practicable. The issue can be dealt with either over the telephone or a meeting can be organised to discuss the nature of the complaint.
f. The Director will investigate the issue if required, ensuring that the principle of natural justice is followed. During investigations, all parties are able to have a support person present (to ensure investigation is conducted in a fair manner, and to interpret if necessary).
g. If the complaint is found to be of a criminal nature, then the police will be contacted for investigation and action.
h. Once the issue is investigated, a Complaints Action Plan will be developed for resolution of the complaint (where applicable).
i. The Action Plan will clearly state the action(s) to be taken, the Stepping Stones OT worker(s) responsible for the action, and the date by which action is to be achieved. The Stepping Stones OT director will assist in facilitating this meeting and review this plan.
j. If resolution is not achieved, then the complainant has the right to take the complaint to an external party. These include and are not limited to:
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NSW Ombudsman
Ph: 02 9286 1000
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Occupational Therapy Australia (OTA) – otaus.com.au
 
NDIS Participants' Rights
Participants, families, carers, advocates, workers and members of the public may make complaints directly to the NDIS Commission at any time.
Complaints can be made verbally, in writing, electronically, through an advocate or support person, or by any other communication method preferred
by the complainant.
No person will be disadvantaged, discriminated against, intimidated or have services reduced because they have made a complaint or assisted another
person to make a complaint.
All parties involved in a complaint will be treated fairly, impartially and with procedural fairness throughout the complaints process.
Clients may involve an advocate, family member, friend or other support person at any stage of the complaints process.
The NDIS Commission requires participants to be informed that they can make complaints directly to the Commission.
Information about the complaints process will be provided to participants at commencement of services and made available in accessible formats upon
request.
 
Accessibility and Communication Supports
Stepping Stones OT will provide reasonable assistance to any person wishing to make a complaint, including support with communication, language,
literacy, cultural needs, advocacy support, interpreters and alternative formats.
The complainant will be informed of the outcome of the complaint and any actions taken, subject to privacy and confidentiality requirements.
 
Anonymous Complaints
Complaints may be made anonymously. Anonymous complaints will be investigated to the extent possible.
 
Complaints Record Keeping Requirements 
All complaints, investigations, outcomes and corrective actions will be documented and securely retained in accordance with privacy and record-
keeping requirements.
 
Continuous Improvement
The Complaints Register will be reviewed at least annually to identify trends, systemic issues, opportunities for service improvement and risk management strategies.
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Timeframes For Resolution
Stepping Stones OT will aim to resolve complaints within 28 days. Where this is not possible, the complainant will be kept informed of progress and
expected timeframes.
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Reportable Incidents
Where a complaint identifies a potential reportable incident, Stepping Stones OT will comply with all obligations under the NDIS Incident Management and Reportable Incidents requirements, including notification to the NDIS Commission where required.
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Participants may make a complaint directly to the NDIS Commission at any time and are not required to first use Stepping Stones OT's internal
complaints process.
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NDIS Quality and Safeguards Commission
Phone: 1800 035 544
National Relay Service: 133 677
Website: https://www.ndiscommission.gov.au