1. PURPOSE
This document outlines Instant Supply’s policy for management and resolution of Client Complaints.
2. SCOPE
This policy covers all client complaints as they relate to the supports and services provided by Instant Supply.
This policy should be read in conjunction with the following Instant Supply documents:
3. POLICY
Instant Supply supports the rights of clients, their families, carers, guardians or advocates to have a say in how support and services provided y Instant Supply are designed and delivered. Instant supply encourages all clients and stakeholders to exercise their right of choice and control. This includes the right to raise concerns or to complain about their supports and service provision.
To ensure clients and stakeholders can raise concerns and complaints about supports and service provision, Instant Supply has established a Complaints Management System.
Instant Supply will ensure that it maintains a robust Complaints Management System aimed at supporting timely and effective notification, management and resolution of client concerns and complaints about Instant Supply services.
Instant Supply will do this by ensuring the Complaints system:
Instant Supply is open to receiving feedback, compliments and complaints and views participant feedback an effective way to improve the quality of services provided to clients.
Instant Supply staff will acknowledge feedback by listening, showing empathy, checking whether the client wants a support person/advocate , asking the client what a good outcome would look like to them and keeping the client (or their nominated representative) involved and informed.
Instant Supply will provide statistical and other information about complaints to the
Commissioners, on request. All documentation relating to complaints will be held for a period of seven years from the date the record is made.
Client – A person with disability, receiving support from Instant Supply. This can include employees, supported students, students on work experience or transition placements, residents, members and people receiving support from Instant through the National Disability Insurance Scheme (NDIS).
Advocate – An advocate is a person who, with explicit authority, formally represents another’s interest. However, an informal advocate can be a friend, family member or other person chosen by the client to support them. Advocates assist clients to have a say about issues, can speak on their behalf, can represent a clients’ wishes or work with them to understand processes.
Complaint – Is an expression of dissatisfaction about the supports or services they are receiving.
NDIS commission – Is an independent agency established to improve the quality and safety of NDIS supports and services or support the provision of such services, whether they be paid or unpaid workers, including volunteers, relief staff or labour hire workers and mainstream student placements.
Staff – For the purposes of this policy, staff are defined as any persons engaged by Instant Supply to provide funded services or support the provision of such services, whether they are paid or unpaid workers, including volunteers, relief staff or labour hire workers and mainstream student placements.
Instant Supply Policies, procedures and related documents including Complaint Form, Code of Conduct (including NDIS code of Conduct). Client Choice and Advocacy.
National Disability Insurance Scheme (NDIS) Act 2013
NDIS (Provider Registration and Practice Standards) Rules 2018
NDIS (Quality Indicators) Guidelines 2018
NDIS (Complaints Management and Resolution) Rules 2018
NDIS Effective Complaints Handling Guidelines for NDIS providers
NDIS (Code of Conduct) Rules 2018
NDIS (Code of Conduct) Rules – Explanatory Statement
Disability Services Act 1992
Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Instant Supply’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.
The term ‘Instant Supply’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is 379 Bradman Street, ACACIA RIDGE, QLD, 4110, AU. Our ABN is 21073585136. The term ‘you’ refers to the user or viewer of our website.
The use of this website is subject to the following terms of use:
This privacy policy sets out how we uses and protects any information that you give us when you use this website.
We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.
What we collect
We may collect the following information:
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
Security
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
How we use cookies
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We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.