Each client is free to raise and have resolved, any complaints or disputes he/she may have regarding the agency or the service.
Complaints will be dealt with fairly, efficiently and confidentially with a timeframe for resolution outlined. It is important that you, the client is aware that your care support services will not be jeopardised in any way if a complaint is lodged. You can nominate a carer/friend/advocate to assist with the complaint.
All disputes follow our stepped Complaints Procedure. In brief: A.P. Care Services first supports the person raising the issue to speak about it with the person with whom they are aggrieved. If this is not possible, the Coordinator or Manager of the person against whom the allegation is made talks to the complainant. Details are recorded and a timeframe for resolution is set. A process for resolution is agreed upon and actions commence. If the dispute is not resolved within the specified timeframe, it progresses to the next person in the line of authority (Manager or CEO) who speaks with the complainant and agrees on a course of action which is undertaken. If the dispute is unable to be resolved, external mediation or conciliation may be used.
In short, A.P. Care Services’ process of complaint resolution follows 8 steps of complaint management:
** If you feel that your complaint has not been dealt with appropriately you can contact the NDIS Commission on 1800 035 544 or at www.ndiscommission.gov.au, alternatively the Commonwealth Ombudsman on 1300 362 072.
** If a complaint becomes and Incident then A.P. Care services’ Incident Management process will be followed.
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