Feedback and Complaints Policy
Everyone (participants and their families, workers and other providers) at Fuller Life Therapy Services is encouraged to provide feedback or raise a complaint. This can be done directly to the service via conversations with Allied Health Professionals (AHP) within a private space, physical complaint forms (which can allow anonymity), email, phone and via the website. You can also raise a complaint with a third party such as a relevant funding body.
Fuller Life Therapy Services ensures that all clients, team members or visitors to the space are aware of where and how to report any feedback or complaints. We ensure that Client Service Agreements contain this information in an effort to provide clients all relevant information, rights and opportunities from before services commence, maintaining a transparent client-centred focus.
The clients and their families are provided with the opportunity to provide feedback or make a complaint, at the end of group-service delivery but are reminded that they are, at any time during service delivery, able to share positive or negative experiences.
Fuller Life Therapy Services staff and clients and their families are able to lodge a complaint anonymously with Fuller Life Therapy Services to ensure there is no concern for backlash. Fuller Life Therapy Services maintains its commitment to excellence, and in the case the feedback is anonymous, the complaint will still be investigated and appropriate resolutions acted upon where possible, in line with our policies and procedures. Where complaints are made with the reported name and contact details, Fuller Life Therapy Services will endeavour to follow up and communicate the resolution outcome where appropriate.
Staff are informed of this policy at the time of induction and then annually reminded with review. Other providers and external stakeholders are informed on how to make a complaint via engagement letters and contracts.
All feedback and complaints are recorded against a complaint register for continued monitoring and improvement. This allows us to evaluate services and to make changes to ensure safety and satisfaction.
Complaints will be managed as per the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018, NDIS Quality and Safeguards Commission: Complaints Management and Resolution Guidance, Version 2.1 – September 2019 and the NDIS Effective Complaint Handling Guidelines for NDIS Providers.
If you have any concerns with the terms of this agreement, including the Supports being provided to you, please contact us to discuss these concerns and we will attempt to resolve them. You can contact us:
Phone: Rebecca Williams (Director) (08) 7084 7970
Email: Rebecca@fullerlifetherapyservices.com.au
In-person: by appointment
Contact the NDIS Quality and Safeguards Commission
Phone 1800 035 544
By filling in an online complaint form
https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=PRD00-OCF