COMPLAINTS

& FEEDBACK

Policy Purpose

The Ability Collective (TAC) is committed to upholding high standards of ethical behaviour, transparency and quality service. This policy ensures that feedback—both positive and constructive—is handled fairly, respectfully and efficiently – and that participants, families, carers and stakeholders feel safe and empowered to share their thoughts. The policy aligns with the NDIS Code of Conduct, NDIS Practice Standards and related Queensland laws.

Guiding Principles

TAC will:
• Encourage participants, families, carers and advocates to share any feedback or concerns.
• Treat all feedback and complaints with respect, confidentiality and impartiality.
• Support participants needing assistance with submitting feedback or complaints.
• Resolve complaints promptly, with a formal response within 10 business days.
• Inform relevant parties of progress and outcomes throughout the process.
• Ensure participants are not penalised or denied services during the complaints process.
• Use all feedback, including positive insights, to continuously improve services and review policies.

Feedback Submission Options

Participants and representatives can share both positive feedback and complaints in the following ways:

Verbally: Speak directly to a staff member during a session.

In Writing: Submit a Feedback and Complaints Form onsite, online or email at feedback@theabilitycollective.com.au

Anonymously: Anonymous feedback and complaints are accepted, though this may limit the investigation or response.

Positive Feedback Handling

Acknowledgment and Sharing: Positive feedback is acknowledged and relevant staff are informed, promoting a supportive environment and team morale.

Documentation: Positive feedback is securely stored to identify strengths and celebrate success (with participant consent, where appropriate).

Continuous Improvement: Positive feedback informs TAC’s service improvements by highlighting effective practices and strengths.

Complaints Handling Process

1. Acknowledgment: Complaints are acknowledged within 2 business days.
2. Investigation: An impartial investigation is conducted, gathering details from all relevant parties. External expertise is involved if needed.

3. Resolution: A proposed resolution is shared within 10 business days. If more time is required, the complainant will receive regular updates.

4. Escalation: If unsatisfied, participants may escalate their complaint to TAC management or the NDIS Quality and Safeguards Commission.

Escalation Contacts

NDIS Quality and Safeguards Commission

Website: ndiscommission.gov.au
Phone: 1800 035 544
Email: contactcentre@ndiscommission.gov.au

Appeals

Participants may appeal a complaint decision by submitting a written request to a senior TAC staff member. Appeals are reviewed, with a decision provided within 10 business days.

Continuous Improvement

All feedback, including complaints and positive comments, is reviewed regularly to identify trends, improve services and maintain compliance. TAC’s feedback system is reviewed annually for accessibility and effectiveness.

Last Reviewed: 3rd November 2024