The Thrive Tribe Support Coordination Complaints Policy

COMPLAINTS POLICY & PROCEDURE

The Thrive Tribe Support Coordination (TTTSC) is committed to ensuring that any person(s) or organisation using our services, or who may be affected by our operations, has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and equity, fairness, accountability, and transparency.

The organisation will provide a complaints management procedure that:

  • Is simple and easy to follow.

  • Is available to all clients and stakeholders via The Thrive Tribe Support Coordination website.

  • Ensures complaints are fairly assessed and responded to in an appropriate timeframe.

  • Is procedurally fair and follows principles of natural justice.

  • Complies with legislative requirements.

OUR COMMITMENT

If a complaint is made to The Thrive Tribe Support Coordination, it is expected that we will:

  • Treat the complainant with respect.

  • Provide transparency around what to expect whilst the complaint is being handled.

  • Carry out the complaint handling process in a fair and open way.

  • Provide reasoning for any decisions made.

  • Protect the privacy of the complainant.

  • Not vilify or treat the complainant any differently after making the complaint.

WHAT CAN I MAKE A COMPLAINT ABOUT?

You can make a complaint to The Thrive Tribe Support Coordination about the way a worker behaves, delivers services, or neglects to deliver services. You are also welcome to provide feedback to assist us in improving our services.

MAKING A COMPLAINT

A person wishing to make a complaint may do so in writing or verbally (if an interpreter is required, please advise so we are able to assist you to access one).

A complaint can be made to:

  • The staff member they were dealing with at the time, unless the complaint is regarding this person, or

  • Kaitie (Kaitlin) Boyce – Owner of The Thrive Tribe Support Coordination via the feedback form.

If you do not feel comfortable making a complaint directly to us you can get help from a family member or friend, another service, or you can contact the NDIS Quality and Safeguards Commission via:

Written complaints may be sent to The Thrive Tribe Support Coordination via email at [insert your email address] or via the feedback form on our website.
Verbal complaints can be made in person or over the phone on [insert your contact number].

HOW WILL THE COMPLAINT BE MANAGED?

1. Registration of Complaint

  • The complaint will be entered into The Thrive Tribe Support Coordination Complaint Register. The information recorded will include: date received, persons making complaint, persons involved, details of the complaint, actions taken, date of resolution, reasoning for the outcome, method of notification, and complainant’s response.

  • Copies of all correspondence and materials received will be kept for 7 years. The complaints register and documentation will remain confidential and accessible only to Kaitie (Kaitlin) Boyce.

  • The person managing the complaint will confirm receipt of the complaint and provide information about the process and expected timeframe.

2. Investigation of Complaint

  • The complaint will be examined within 5 business days of being received.

  • The complainant will be informed in writing (via email or letter) within 10 business days advising what is being done to investigate and resolve the complaint, including the expected timeframe.

  • Wherever reasonably possible, complaints will be investigated and resolved within 20 business days. If this timeframe cannot be met, the complainant will be advised of the reasons and given a revised timeframe.

3. Resolving the Complaint

  • A decision will be made, or the complaint referred to the appropriate parties, within 20 business days.

  • The complainant will be informed of the outcome, reasons for any decisions, and options available if they wish to dispute the outcome or seek further action.

4. What if I am unhappy with the resolution?

  • If the complainant is not satisfied with the outcome, they may lodge a further complaint with the NDIS Quality and Safeguards Commission. The Commission will determine if it has the authority to investigate.

ACCOUNTABILITY AND LEARNING

Analysis and Evaluation of Complaints
The Thrive Tribe Support Coordination will ensure complaints are recorded systematically for reporting and analysis.

Reviews will be conducted on the number of complaints, outcomes (including those resolved at the frontline), issues arising, and any systemic problems identified.

Regular analysis will be undertaken to monitor trends, measure service quality, and identify improvements.

MONITORING OF THE COMPLAINT MANAGEMENT SYSTEM

The Thrive Tribe Support Coordination will continually monitor our complaint management system to:

  • Ensure effectiveness in responding and resolving complaints.

  • Identify and correct deficiencies in the operation of the system.

Monitoring may include audits and complaint satisfaction surveys.

CONTINUOUS IMPROVEMENT

The Thrive Tribe Support Coordination is committed to continually improving the effectiveness and efficiency of our complaint management system.

To achieve this, we will:

  • Support the making and appropriate resolution of complaints.

  • Implement best practices in complaint handling.

  • Regularly review the complaints management system and complaints data.

  • Implement system changes as required, based on analysis and monitoring.