Feedback and Complaints Management and Resolution Policy- Insight Rehab (the “Policy”)

Last updated: 28/04/2025

1. Background

• This Policy follows the principles of procedural fairness and natural justice. We will do our best to make sure everyone is treated fairly.
• At Insight Rehab, we do our best to help people. But sometimes, you, or someone else, might not be happy with us. For example, you might not be happy with some of our services and supports.
• You have the right to provide feedback, both positive and negative, about our services and supports at any time.
• If you want to provide feedback or make a complaint, we want to help you to make it quickly and easily, and without stress.
• We will do our best to deal with any feedback or complaint fairly and quickly.
• This Policy explains how to make a complaint to us, and to the NDIS Commissioner (if applicable) and others, about us.
• If you are a NDIS participant, the NDIS laws make us keep records about complaints, so they can check that we are following the law and doing a good job for our clients.

2. Who can provide feedback or make a complaint? 

Anyone.

This includes people who are receiving supports or services from us. It also includes family members, carers and other people. Anyone at all can give feedback or make a complaint about our supports or services.

3. Do you have to give your name to give feedback or make a complaint?

No.

You can give feedback or make a complaint anonymously via our website.

4. How can you make a complaint?

We want to make sure it is as easy as possible for you to make your complaint.

We will give support and help to anyone who wants to make, or who has made, a complaint, about us.

You can make your complaint:

• by filling in this Feedback and Complaints Form;
• by talking with us face-to-face;
• by calling us on the phone;
• through your preferred Augmentative or Alternative Communication device or method;
• by email; or
• by text message.

To protect your privacy, we do not recommend using social media to provide feedback or make a complaint. But, if you give feedback or make a complaint this way, we will still treat it seriously.

5. Can you ask someone for help to provide feedback or make a complaint about us?

Yes.

You can have a family member, carer, friend, advocate, advisor, or any other person give the feedback or make the complaint for you.

6. Does your feedback or complaint have to be in English?

No.

You can give feedback or make your complaint in your preferred language.

7. Who should you contact to give feedback or make a complaint?

So that we can respond to your feedback or complaint quickly and fairly, we suggest giving feedback or making your complaint to our Feedback and Complaints Officer:

Jason Bransby-Bell, Speech Pathologist, 0414 560 421 or jason@insightrehab.com.au.

If you wish to remain anonymous you can give feedback or make a complaint via our website.

8. Can you report a complaint about us to anyone else?

Yes.

You can also report your complaint to:

• the NDIS Commissioner (if applicable); and
• Speech Pathology Australia.

You may also be able to make a complaint to the NSW Health Care Complaints Commission.

If you would like to do this, we will support you. For example, we will show you how to contact the right people at the NDIS, Speech Pathology Australia, and the NSW Health Care Complaints Commission.

9. What will happen when you provide feedback or make a complaint? How do we ensure the process is fair?

Insight Rehab documents all feedback and complaints in a Feedback and Complaints Management Register. To make sure everyone is treatment fairly, we will follow these steps for all feedback and complaints about our supports and services:

First, we will send you a message in writing. The message will:

• tell you that we have received your feedback or complaint; and
• tell you what we are doing to investigate the feedback or complaint, when you can expect to hear from us, and who you can contact to discuss the feedback or complaint; and
• tell you and any person with a disability affected by the issue in your feedback or complaint how to raise the issue with the NDIS Commissioner or relevant body; and
• offer to help you to contact the NDIS Commissioner or relevant body about the feedback or complaint.

(Note: If you make an anonymous complaint, we will not be able to do this because we won’t know who you are)

Second, we will assess your feedback or complaint. This means we will investigate your feedback or complaint by reviewing what happened, talking to you, other clients, and any staff members who were involved, and looking at any documents or other records we have that might give us information about what happened.

Third, we will work with you to try to fix (resolve) the feedback or complaint. If appropriate, we will keep you involved in the resolution process. We will also keep you informed on the progress of the feedback or complaint, including any action taken. We will do our best to do this in a fair way that doesn’t take too long. We will try to resolve your feedback or complaint within 21 business days. If this isn’t possible, we will let you know why not in writing and give you an estimate of how long it will take for us to respond (Note: If you make an anonymous complaint, we will not be able to do this because we won’t know who you are).

Fourth, we will respond appropriately to your feedback or complaint. Depending on the feedback or complaint and the results of our assessment and attempts to resolve the feedback or complaint, this may include a range of responses. For example, our response may be that:

• no further action is required; or
• you are owed an apology; or
• you are entitled to a part or full refund of fees; or
• we need to change our policies and procedures to ensure similar events don’t happen again; or
• it would be appropriate for us to support you to transfer to a different provider (at our cost for the handover); or
• we undertake to ensure the staff involved receive additional training and/or supervision, as appropriate.

We will tell you our decision and the reasons for our decision (Note: If you give feedback or make a complaint anonymously, we will not be able to do this because we won’t know who you are).

We will also make sure that any recommended improvements or actions are put into place.

10. What if you are unhappy about our decision?

If you are not satisfied with our response to your feedback or complaint, let us know and our Feedback and Complaints Officer will try to schedule a time to meet with you to discuss your ongoing concerns with a view to resolving the matter in a friendly way.

If you are not happy with our response, you have other options. You can take your feedback or complaint to:

• the NDIS Commissioner (if applicable); and/or
• Speech Pathology Australia; and/or
• the NSW Health Care Complaints Commission.

We will help you to contact the right people at these organisations (if you would like us to).

11. More information about making a complaint to the NDIS Commissioner, Health Care Complaints Commission, or Speech Pathology Australia:

NDIS Commissioner:

NSW Health Care Complaints Commission

Speech Pathology Australia:

12. Will your feedback or complaint affect how you and others are treated by us?

Absolutely not.

Your feedback or complaint will not affect the care we give you or anyone else.

13. Will your feedback or complaint be treated confidentially?

Yes.

We will only share the information in your feedback or complaint if the law makes us share it, or if we need to for risk management purposes (e.g. if we need to contact our insurer or a regulator).

For example, in some cases, a complaint may require us to notify a regulator, professional body, and/or an insurer, e.g. if your complaint includes allegations of criminal, or professional misconduct, or leads us to anticipate a claim for compensation or other litigation. This may become clear only after we have completed our preliminary investigation of your complaint.

14. How long will we keep records of your feedback or complaint?

We are required by law to keep appropriate records of all feedback or complaints received in our capacity as a NDIS provider for at least 7 years from the date a record is made. These include, where appropriate:

• information about feedback or complaints;
• any action taken to resolve feedback or complaints; and
• the outcome of any action taken.

We are also required by law to collect complaints-related information to enable us to review issues raised in feedback or complaints, identify and address systemic issues raised through the feedback and complaints management and resolution process and, if requested, to report information relating to feedback or complaints to the NDIS Commissioner (if applicable).

Please note: In some cases, State and/or Territory health records laws require us to keep information that constitutes health records for longer than 7 years. We must follow these laws, too. 

15. Review of Feedback and Complaints Management and Resolution System

This system is reviewed annually to ensure it is effective.

16. Distribution of this Document

This Policy forms part of Insight Rehab’s compliance system. A copy is provided in an appropriate format to:

• each person with a disability receiving support or services from us, and their family, carers, and advocates (as appropriate); and
• each person employed or otherwise engaged by us. Each worker is trained in this process as part of their induction.

17. Who is responsible for making sure this system is followed? 

Each worker must comply with the system as documented in this Policy. 

The Feedback and Complaints Officer has primary responsibility for training all workers to comply with the requirements of this system, including making sure clients and others are aware of their rights to give feedback or complain.

The Feedback and Complaints Officer also has primary responsibility for the oversight and review of the Feedback and Complaints Management and Resolution System.