Complaints and Feedback Policy

To provide Supports and i Members, all workers (staff, volunteers, contractors, sole traders) and stakeholders with an opportunity to provide feedback about their service and experience with Supports and i.We encourage and value feedback. Complaints and feedback are encouraged and managed in a timely, fair and transparent manner and serve to guide improvements in the provision of quality services and technology.

Supports and i is committed to effective complaints and feedback management. Supports and i will make it easy for people to raise issues and ensure clients, management and all workers have the skill and resources to effectively raise, action and report complaints and feedback to build a culture of learning and continuous improvement.

• Awareness; all persons understand how to make a complaint or provide feedback and this is promoted as part of on-boarding clients and staff.
• Approach; the community team and managers are accessible, supportive and responsive to persons who wish to make a complaint or provide feedback. All forms of feedback are accepted, taken seriously and treated respectfully and without delay.  Support will be provided to the person making a complaint or providing feedback as needed.
• Response; all persons will have the resources and tools to manage complaints effectively within the scope of their role. The person will be promptly acknowledged and relevant processes and timeframes will be outlined.
• Process; complaints and feedback will be managed equitably, confidentially and in accordance with the associated process. An appeal can be made if a satisfactory outcome is not achieved.
• All persons are expected to comply with this policy and the associated process.
• Supports and i management  are responsible for managing complaints and identifying and implementing corrective actions and preventative strategies.
• Where appropriate matters will be reported to external authorities and Supports and i will fully cooperate with any external investigation.
• Where appropriate and practical Supports and i  will adopt learnings from each complaint as part of our continuous improvement processes and commitment to quality services.
• Anyone who experiences themselves or witness behaviour in contravention of this Policy must bring the matter to the attention of their Manager immediately.

Management is responsible for:

• Ensuring effective complaints and feedback management
• Appointing key personnel to manage specific issues
• Reporting complaints, feedback and outcomes to required authorities
• Ensuring all clients, workers and stakeholders know how to make a complaint or provide feedback