Little Grove complaints policy

Current as of: 11/2024

Background

Little Grove values complaints from people with disability, families, carers, service providers and regulators to ensure people are treated fairly when they use our services. There may be times where Little Grove does not meet your expectations. In these circumstances we encourage you to let us know. We are committed to learning from your experiences as it will help us to continually improve the service we deliver. Little Grove’s complaint management and resolution system complies with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and National Disability Insurance Scheme (Code of Conduct) Rules 2018. All Little Grove employees are aware of, trained in, and comply with the required procedures in relation to complaints handling policy,

Compliments, complaints and other feedback provide Little Grove with valuable information about participant satisfaction and an opportunity to improve upon all aspects of our service. Little Grove ensures you can easily make a complaint and have it dealt with fairly and quickly.

Little Grove makes information available to you and other stakeholders about how to make a complaint to it, the NDIS Commissioner and any other relevant body and keeps adequate records about complaints received. Procedure for lodging complaints Little Grove has a structured approach to resolving complaints.

Speak with a member of the Little Grove team

To lodge a complaint, you are encouraged to speak directly to a staff member first, in an attempt to resolve the matter without recourse to Little Grove’s complaints procedures.

Staff will: listen openly to the concerns being raised by you; ask you what outcome you are seeking; inform you of the complaint process and how to formally make a complaint to Little Grove, the NDIS Commissioner or other complaints body and the time the process takes. If your complaint cannot be resolved within 48 hours, it will be referred to Little Grove’s Managing Director.

The Managing Director will advise the person of their right to lodge a formal complaint if they have not already done so, with the assistance of a support person or advocate if they wish.

Lodging a formal complaint

If you are dissatisfied with the service provided by Little Grove, you can lodge a complaint with us. Please include in your complaint the following details: your name and contact details; the nature of the complaint; details of any steps you have already taken to resolve the complaint; details of conversations you may have had with us that may be relevant to your complaint and; copies of any documentation which may be relevant.

Formal complaints can be lodged through the following channels:

verbally, with a staff member;

by email to Admin@littlegrove.com.au;

by phone on 1300 704 741;

or in writing to PO BOX 311, Port Noarlunga, South Australia, 5167

Complaints about the NDIA

These should be directed to the Agency itself or the Commonwealth Ombudsman. Complaints made to Little Grove, the NDIS Commission and other complaints bodies can be withdrawn at any time.

Support provided by Little Grove

In addition to the above, you have the option of lodging a complaint anonymously using any of the above channels.

Complaints and feedback can be lodged by a third party on behalf of another person, if their consent or the consent of their legal representative has been provided. Where complaints are lodged on behalf of children or participants with limited decisionmaking capacity, the following additional requirements apply:

(i) written verification of legal authority must be provided;

(ii) evidence of acting in the participant’s best interests must be documented; 

(iii) where appropriate, the views of the participant must be sought using suitable communication methods and supports.

At any time, you can make a complaint about Little Grove or the support we provide to the NDIS Commission or other external complaints bodies. Staff will assist complainants or people with disability affected by complaints to contact the NDIS Commission or other complaints body, where this is required. You will be encouraged to use an advocate of your choice to act on your behalf if you so wish. The advocate may be a family member or friend, or sourced (with assistance from staff if required) through the National Disability Advocacy Program. Staff will take all reasonable steps to ensure complainants or people with disability affected by complaints are not adversely affected or fear retribution because a complaint has been made by them or on their behalf. Where a complaint about Little Grove is made to the NDIS Commission, all staff will: comply with any orders or requests made by the NDIS Commission; and assist in any resolution process or inquiry undertaken by the NDIS Commission.

Evaluation of complaints

We will take note of what information you provide to us. This information will be passed on to the appropriate department of Little Grove to deal with the complaint. Investigation of complaints will not be conducted by a person about whom a complaint has been made, or a person who has a conflict of interest in the matter. Any potential conflicts of interest must be declared in writing to the Quality Assurance Manager within 48 hours of receiving a complaint, with an independent review panel to be appointed for complaints involving clinical staff or services to vulnerable participants. The panel must include at least one external healthcare professional and a participant advocate where appropriate. All parties involved in a complaint will be provided with procedural fairness and with the support and information necessary to participate in the complaints process.

Response

Little Grove will respond to all complaints as soon as possible and within 30 days from acknowledgement. For urgent matters involving immediate safety concerns, participant wellbeing, or critical healthcare needs, Little Grove will initiate response within 24 hours and prioritise resolution within 5 business days. Once we have finalised your complaint, we will advise you of our findings and any action we have taken.

Policy review statement

This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur.

Date updated can be found here: 01/11/2024