Complaints Policy

Outside Standard Support Hours Care (OSSHC) is part of the Myassist-a Pty Ltd Company. ABN: 39618901901

Myassista believes in being everyone’s family support. Myassista will be responsive to client needs and make changes where required to ensure all clients receive a level of service which is continuously improving and bespoke to their needs. Complaints will be viewed as an opportunity to learn and improve our practices, striving for customer satisfaction on all occasions.

A client may notify us of a complaint at any time, via any medium. Ideally a complaint will be provided with contact details to allow Myassista to make contact and discuss the concern as soon as
possible. All complaints made will be treated with confidentiality, respect and without prejudice.

Complainants will not be victimised or treated unfairly, and the information provided when making a complaint will only be disclosed with the relevant parties to enable an effective investigation to take place.

Complaint Process

  1. Complaint received – in any format, email, text, letter, verbal. If received verbally, the staff member who is involved will document the complaint as soon as possible and forward to their supervisor.
  2. Person or representative making the complaint will be contacted with 24-48 hours by a Supervisor or Manager to obtain any further information which may be relevant. This contact is also to acknowledge the complaint and advise the next step of the process.
  3. The Complaint will be review and investigated with all details recorded in a formal report.
  4. Actions and improvements made as a result of the complaint will be implemented if/as needed.
  5. The complainant and/or representative will be contacted by the same Supervisor or Manager who initially responded with details regarding the outcome and actions of the
    complaint and investigation no later than 10 days from the initial complaint being received.
  6. The complainant and/or representative will be sent a formal letter acknowledging the complaint detailing the actions taken. This letter is the close off of the complaint and
    will be authorized by the Managing Director.
  7. Should a complaint not be resolved, or the outcome decided upon is not the desired outcome for the complainant, the complaint will be escalated to the Managing Director
    for a final review.
  8. If and/or when the complainant is not satisfied with the Managing Director’s decision, the complainant and/or their representative will be referred to making a complaint with the
    NDIS Commission by:
    a. Phone – freecall 1800 035 544 (free from landlines) or TTY 133 677. Interpreters can be arranged
    b. Use National Relay Service and ask for 1800 035 544
    c. Complete the complaint contact form on the NDIS Commission website https://www.ndiscommission.gov.au/about/complaints

We will try and deal with your complaint quickly and fairly. You can also take your complaint to the Queensland Ombudsman at any time via:
a. Telephone: 07 3005 7000 Toll-free: 1800 068 908
b. Online: www.ombudsman.qld.gov.au

You may also make a complaint to the Australian Human Rights Commission at www.humanrights.gov.au The Human Rights commission can investigate and resolve complaints about discrimination or human rights.

What is disability advocacy?

The National Disability Insurance Scheme Act 2013 defines an independent advocate, in relation to a person with disability, to mean a person who:

  • is independent of the Agency, the Commission and any NDIS providers providing supports or services to the person with disability
  • provides independent advocacy for the person with disability, to assist the person with disability to exercise choice and control and to have their voice heard in matters that affect them
  • acts at the direction of the person with disability, reflecting the person with disability’s expressed wishes, will, preferences and rights
  • is free of relevant conflicts of interest.

The Act acknowledges the important role of advocates (including independent advocates) and other representatives of persons with disability; and requires registered NDIS providers to cooperate with, and facilitate arrangements for, advocates (including independent advocates) and other representatives of persons with disability who are affected by complaints or incidents and who wish
to be independently supported in that process by an advocate or other representative. For further information on disability advocacy and finding a disability advocate, see: the Disability Advocacy Finder. https://disabilityadvocacyfinder.dss.gov.au/disability/ndap/

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