Complaints are important as they help us identify issues and improve our services. All workers are trained in the complaint process and in providing participants information on the complaints process.
Information on how to make a complaint is provided:
NB: This procedure is about complaints made to a provider, not complaints about the NDIS.
Before submitting a complaint, we encourage the participant or representative to talk to the person they have a concern with. If this does not help to fix the problem, we encourage the person to submit a complaint. When we become aware someone wants to make a complaint, we:
When recording a complaint capture as much detail as possible to understand the concerns. The information should include:
When a complaint is received:
Complaints records:
Categorising complaints helps to prioritise based on seriousness. By law, complaints involving serious incidents may need to be reported to other bodies.
When we assess and prioritise complaints, this is in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security, the response will be immediate and escalated appropriately.
While we are careful to keep all complaints confidential, disclosure of complaints related to serious incidents may need reporting to third parties as required by law. This includes any complaints related to a child at risk, criminal activity, or a reportable incident. If a complaint is related to a serious incident, then the complaint must be managed under the relevant process, this may include:
Complaints related to sexual harassment and sex or gender-based harassment, which will be handled according to the Sexual Harassment and Sex or Gender-Based Harassment Policy and relevant legislation.
Resolve the complaint applying procedural fairness:
Specific to Sexual Harassment Complaints
A trauma-informed approach will be adopted, recognising the potential impact of trauma on individuals’ responses and recollections. Confidentiality will be maintained to the extent possible, balancing this with legal obligations to report to external authorities (e.g., police, Workplace Health and Safety Queensland) as outlined in the Sexual Harassment and Sex or Gender-Based Harassment Policy.
The investigation will be thorough, fair, and impartial, with clear roles and responsibilities for those involved. Support will be offered to the complainant, including access to counselling services or other support mechanisms. Consequences for violations will align with Sarah’s Physio to Go’s Sexual Harassment and Sex or Gender-Based Harassment Policy.
After the complaint is resolved, follow up with the complainant to check that resolution actions are effective. If the complainant is not satisfied with the way the complaint has been handled, advise them of their right to take their complaint to the NDIS Complaints Commissioner.
When a complaint is received by the Commissioner, the Commissioner may:
Provide assistance or advice to the complainant or participant affected by the issue and the provider
Arrange an inquiry:
Complaints to the Commissioner may be referred to other agencies or bodies if needed. This could include any complaints relating to:
Following the resolution of the complaint it is important that it is reviewed to identify whether there are any lessons to be learned and any subsequent continuous improvement actions either at an individual or organisational level. The review should include:
Any areas identified that could contribute toward organisational improvement or a prevention of similar incidents should be documented on the Continuous Improvement Register.
At regular intervals, key management personnel will review all complaints recorded to:
Participants, their family/guardian, or advocate, can make complaints directly to the commissioner about a provider’s services or conduct.
If you make a complaint to the commissioner about our conduct or services, we are prepared to:
The NDIS Commission has an information page called How to make a complaint about a provider which can be referred to if a participant wishes to make a complaint to the Commission.
To contact us about any privacy related issues, please approach:
Complaint Policy Contact Officer: Tiana Bowyer
Email: tiana@sarahsphysiotogo.com
Just let us know your contact details, where you are located and what type of service you are interested in. We will then get back to you as soon as possible to discuss a date and time that suits both yourself and our travel schedule.
Providing mobile Allied Health Services and NDIS-aligned supports. We empower independence through professional care delivered directly to your home.
Support at Home (Aged Care) and NDIS services, delivering allied health support across all ages and stages of care.
