NDIS Quality and Safeguarding Framework – Systems for handling complaints discussion
Complaints are an important part of any consumer-driven system. A complaint can be an opportunity to tell a provider about something that needs to be fixed or improved, or it can be about something much more serious.
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One comment on NDIS Quality and Safeguarding Framework – Systems for handling complaints discussion
Most definitely Option 3: independent statutory complaints function. Having an independent body to look into issues is important. It gives those with grievances/complaints peace of mind knowing that the process and body charged with looking into the issue – when it can’t be resolved – is completely independent.
The 2010 NSW inquiry into Services provided or funded by the Department of Ageing, Disability and Home Care made the following recommendation into complaints handling:
Recommendation 47
That the NSW Government establish an independent organisation to:
• monitor the quality of disability services provided and funded by ADHC
• handle complaints about the provision of services (for issues that are not within the
responsibility of organisations such as the NSW Ombudsman)
• monitor compliance with the NSW Disability Service Standards and the Disability Services Act
1993 through providing accreditation to organisations that provide disability services in
accordance with the standards.
I think the reasoning is just as valid with the NDIS if we are to get the processes correct and appropriately weighted to ensure the rights and grievances of participants are protected.