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Feedback and Complaints Policy- Insight Rehab Pty Ltd

Last updated: 05/07/2026

This Policy documents Insight Rehab Pty Ltd’s (ABN 70 688 576 776) (“Insight Rehab” “we,” “us,” “our”) Feedback and Complaints Management and Resolution System as required by the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.

 

  1. Background

    This policy documents Insight Rehab’s feedback and complaints management and resolution system, as required by the NDIS (Complaints Management and Resolution) Rules 2018. It follows the principles of procedural fairness and natural justice and is proportionate to the practice. It applies to all clients, including those funded by the NDIS, iCare, NIISQ, CTP insurers, or privately.

    You have the right to give feedback – positive or negative – about our services and supports at any time, and to make a complaint. We want to make that easy and stress-free, and to deal with it fairly and quickly. This document explains how to complain to us, and to the NDIS Commissioner (if applicable) and others. For NDIS participants, the law requires us to keep records of complaints so our performance can be checked.

  2. Who can provide feedback or make a complaint? 

• Who. Anyone – people receiving our supports, and their family, carers or others.
• Anonymously. Yes – you can give feedback or complain anonymously via our website.
• With help. Yes – a family member, carer, friend, advocate or any other person can do this for you.
• In any language. Yes – you can use your preferred language.
• How. Fill in our Feedback and Complaints Form, or simply talk with us face-to-face, use our website, phone us, use your preferred AAC device or method, email or text. To protect your privacy we don’t recommend social media, but we will still take it seriously if you use it.

Who to contact. So we can respond quickly and fairly, please contact the Director, Jason Bransby-Bell, on 0414 560 421 or jason@insightrehab.com.au. If you’d prefer not to contact the Director, or can’t reach us, you can email va.insightrehab@gmail.com. You can also make an anonymous complaint via our website.

  1. Other places you can complain

You can also complain to the NDIS Commissioner, Speech Pathology Australia, or the NSW Health Care Complaints Commission. If you’d like, we will support you to contact the right people at these organisations.

NDIS Commissioner

NSW Health Care Complaints Commission

Speech Pathology Australia

  1. What happens when you give feedback or complain

All feedback and complaints are recorded in our Feedback and Complaints Register. We follow these steps to make sure everyone is treated fairly:

1. Acknowledge – we send you a written acknowledgement (within 2 business days) telling you we’ve received your complaint, what we’re doing, when you’ll hear from us and who to contact, and how to raise the issue with the NDIS Commissioner or relevant body – and we offer to help you do so.

2. Assess – we investigate by reviewing what happened, talking with you and anyone involved, and looking at relevant records.

3. Resolve – we work with you to resolve the complaint, keep you involved and informed, and aim to do so within 21 business days. If we can’t, we’ll tell you why in writing and give you an estimated timeframe.

4. Respond – we tell you our decision and reasons and put any agreed improvements in place. Depending on the outcome, our response might be that no further action is needed, an apology, a part or full refund of fees, a change to our policies or procedures, support to transfer to another provider (at our cost for the handover), or additional training or supervision.

Anonymous complaints. If you complain anonymously, we may not be able to acknowledge, update or respond to you directly, because we won’t know who you are – but we will still take the matter seriously.

  1. If you’re unhappy with our decision

Let us know and the Director will try to arrange a time to discuss your ongoing concerns and resolve the matter. You can also take your complaint to the NDIS Commissioner (if applicable), Speech Pathology Australia, or the NSW Health Care Complaints Commission, and we will help you contact them if you’d like.

  1. Your rights, confidentiality and records

• No disadvantage. Your complaint will not affect the care we give you or anyone else.
• Confidentiality. We only share your complaint information where the law requires it or where we need to for risk management (for example, notifying an insurer or regulator if a complaint alleges criminal or professional misconduct, or may lead to a compensation claim).
• Records. As an NDIS provider we keep records of complaints, actions taken and outcomes for at least 7 years (longer where State or Territory health-records laws require), and use complaints information to identify and address systemic issues and to report to the NDIS Commissioner if requested.

  1. Review, distribution and responsibility

This system is reviewed at least annually, in line with the practice’s operational review rhythm. A copy is provided, in an appropriate format, to each client (and their family, carers and advocates as appropriate). The Director is responsible for making sure clients and others know their right to give feedback or complain, and for the oversight and review of this system.