Our Commitment to quality

Our commitment to offering a quality service is articulated in the Welcome Package. We offer participants & their families the opportunity to provide feedback to us using a range of methods – email, phone, online form & paper formats.

Our feedback monitoring processes state that we must (1) document all feedback received; (2) make a difference between an issue to be rectified and a compliment; (3) use this to improve our processes. Based on the action taken by our service we advise the clients and thank them for the time taken to offer a suggestion, complaint, or compliment.

If a complaint is received it is tracked via our Complaints register in preparation for reporting to the NDIS Quality and Safeguards Commission.

If an incident is registered it is managed as per our Incident Management policy, including reporting online, in our register and as part of our reporting obligations.