We are committed to promoting and encouraging our clients, their families and carers to provide feedback, both good and bad, about our services. We aim to implement a positive culture whereby compliments and complaints are treated as an opportunity to continuously improve the quality of services that we provide.

It is a guiding principle of the National Disability Insurance Scheme Act 2013 (NDIS Act) that people with disability have the same right as other members of Australian society to pursue any grievance. This policy sets out our commitment to customer service and feedback and meets our obligations under the NDIS legislation.

Implementing this policy is the responsibility of all Creative Minds Co staff.  The Director is responsible for ensuring all staff  implement this policy and associated procedures, and that feedback is sought from our clients to ensure continuous improvement in everything we do.

All staff will proactively work to ensure that:

• People understand their rights and responsibilities in relation to providing feedback and making a complaint
• People are treated with respect and dignity. This includes respecting their privacy and maintaining the confidentiality of their information
• A person does not necessarily have to expressly state that they wish to make a complaint to have an issue or concern dealt with as a complaint
• Information on the feedback and complaint management process is easily accessible
• We explain how and where to make a compliment or complaint, including an anonymous complaint
• We explain alternative complaint resolution pathways when the complaint is first lodged and when it is closed
• We support individuals to identify and seek their preferred outcome.
• We explain how the organisation will manage a complaint and the expected timeframe for resolution
• Clients are satisfied in the way their compliments and complaints are managed
• We record and analyse data to identify emerging and existing trends or systemic issues and monitor timeframes for resolution of complaints
• Employees are trained in our feedback, compliment and complaint management processes and develop the capabilities required to manage compliments, complaints and feedback
• We build an organisational culture that is focused on effective, person-centred complaints resolution and utilising feedback for continuous improvement.

Further Information
For further information on this policy and associated risk management procedures, contact Helen Green, Director at helen@CreativeMindsCo.au

Document Revision
This policy and procedure will be revised as required and at a minimum, every 12 months. This policy was written in 2023.

 At Creative Minds Co, our culture and values are integral to the achievement of our purpose, supporting you to be your best you.

Our values of fairness, hope, courage and perseverance and the associated expected behaviours create the culture and safe environment where our people can thrive, be highly engaged, and committed to delivering high quality services to our clients. Our values and behaviours help each individual staff member to deliver a valued contribution to achieving our strategic goals.

To provide transparency and clear accountability at the individual level, our Code of Conduct provides a shared understanding and expectation of the way we behave at work as individuals, towards each other, our clients, their families and carers, partners and other professionals. Building on our values, it empowers us to carry out our roles ethically and professionally, promoting a positive, safe environment.

We are also required to adhere to the National Disability Insurance Scheme (NDIS) Code of Conduct. The NDIS Code is founded in NDIS legislation (NDIS Act 2013) and has been included alongside our policy.  Together these policies provide the basis of a positive workplace culture, reflective of our values.

The NDIS Code of Conduct will require workers and providers delivering NDIS supports and services to do the following in providing those supports and services:

1. Act with respect for individual rights to freedom of expression, self determination and decision-making in accordance with applicable laws and conventions.

2. Respect the privacy of people with disability.

3. Provide supports and services in a safe and competent manner with care and skill.

4. Act with integrity, honesty and transparency.

5. Promptly take steps to raise and act on concerns about matters that may impact the quality and safety of supports and services provided to people with disability.

6. Take all reasonable steps to prevent and respond to all forms of violence against, and exploitation, neglect and abuse of, people with disability.

7. Take all reasonable steps to prevent and respond to sexual misconduct.