top of page

Complaints Procedure

 

Our complaints policy

​

The Diverse Therapy Queensland Feedback and Complaint Handling policy outlines the principles for management of complaints and provides guidelines to help our employees in responding to complaints received. All employees of Diverse Therapy Queensland, including contractors and volunteers, are required to handle complaints according to the principles and guidelines outlined in this policy.

 

Who can make a complaint?

 

Anyone can make a complaint to Diverse Therapy Queensland. You do not have to be receiving services from Diverse Therapy Queensland to make a complaint and you may make a complaint on behalf of someone else.

Anonymous complaints will be accepted and investigated as far as possible.

Diverse Therapy Queensland staff who have complaints, including concerns relating to a client’s welfare, should refer to our staff grievance processes.

 

What can I make a complaint about?

​

Diverse Therapy Queensland: You can make a complaint about any aspect of its business or the services it provides.

​

CRIMINAL MATTERS: Allegations of abuse or other criminal activities, such as theft, should be reported to the police.

​

CHILD PROTECTION: Suspected ‘risk of significant harm’ to children and young people should be reported to the Child Protection Hotline by calling 132 111.

​

ELDER ABUSE: For any suspicions of “Elder Abuse”, each state and territory provides information about abuse, abuse prevention and options for getting help.  For further information, visit the My Aged Care website https://www.myagedcare.gov.au/contact-us/complaints

​

Who do I make a complaint to?

​

You can make a complaint to any Diverse Therapy Queensland staff member. We encourage you to discuss your complaint with staff first.

​

If the complaint is about a Diverse Therapy Queensland staff member or sub-contractor, that person will not deal with it.

 

If the complaint is about a particular area or group of staff within Diverse Therapy Queensland, then  an independent party may be called in to investigate the complaint.

 

How do I make a complaint?

 

Complaints can be made a number of ways, including in a letter, email, over the phone, or in person. We will help you if you need assistance in making a complaint.

​

You may wish to have an advocate or someone to act on your behalf to help you make a complaint. There are a number of advocacy services that provide this kind of support.

​

There are also external agencies that may be able to give you advice or assist you in making a complaint. These include the QLD Ombudsman and the National Disability Abuse and Neglect Hotline.

​

How do I make an Anonymous Complaint?

​

For anonymous complaints please click here to complete the online form. This will be sent to queries@diversetherapyqld.com.au and will not include any personal details.

​

Management of a Complaint?

 

Management of a Complaint Management of feedback / a complaint will be handled as per any complaint as follows. 

 

There are also additional steps to be taken and issues addressed:

 

a. It is critical that the complainant feels the complaint has been adequately acknowledged and they are given time to express how it has affected them and what actions they would like to see taken.

​

b. If possible, the AHP will talk fairly, sensitively, and confidently to the person making the complaint in a way which reflects their individual, cultural and linguistic needs. 

​

c. Obtain as much detail as possible about what happened and why the complaint has been made.

​

d. Discuss complaint with Director who will then contact the complainant as soon as practically possible, but at least within 24 hours. 

 

Person who receives the complaint is to complete a Complaint Report form and provide this to the Director. The report must include all necessary factual details, immediate actions that have been taken and any identified / planned follow-up actions. 

 

e. The incident is recorded in the Diverse Therapy Queensland Incidents and Complaints Register. 

​

f. The Director will, in collaboration with the complainant, if applicable, decide on the course of action. The actions should include / address: 

  • How to resolve the complaint. This could include acknowledgement, an apology, answers and / or action. 

  • Where appropriate, seeking feedback from others e.g. other clients / Participants, workers. 

  • When and how complainant will be kept informed of progress. 

  • How to improve the service if / as required. This could include:

  • Further training of staff / others involved. 

  • Reviewing and enhancing policies and / or procedures. 

  • Change of personnel. 

  • Changes to the environment / delivery mode for AHP services. 

 

g. If the complaint is of a serious nature (e.g. mandatory reporting required, could lead to litigation), a formal incident investigation will be conducted (use the Incident Investigation form) to explore what led to the complaint and if any steps are required to prevent it occurring again. Note: If police are involved in the incident, no internal investigation is to commence until the police investigations are complete 

​

h. Start implementing agreed actions, keeping the complainant informed. 

 

i. Actions will be monitored by the Director and updates on progress will be added to the register until the incident is satisfactorily concluded 

  • If the complainant is not satisfied with the outcomes of the initial discussions, a third party (e.g. colleague, HR professional) will be called in to assist with discussions. 

 

j. The complaint is to be followed up as per incident management.

 

k. If the complainant is still not satisfied with the way the complaint has been handled or the outcomes achieved, they can contact the NDIS Quality and Safeguards Commission, National Disability Neglect & Abuse Hotline and /or the Queensland Ombudsmen. Contact details are provided on the website under https://www.diversetherapyqld.com.au/complaints.  

 

l. Complaints reports and all related documents are to be kept for 7 years.

​

What if I’m not happy with the outcome of the complaint?

​

If you are not happy with the outcome of the complaint then you can ask Diverse Therapy Queensland staff to review how the complaint was dealt with. You can do this in a letter, email, over the phone or in person. A more senior staff member may undertake the review.

​

Diverse Therapy Queensland staff may gather additional information to review the decision. This may or may not lead to changes to the original decision. After you have asked us to review how the complaint was dealt with, and you are still unhappy with the outcome of a complaint, then there are outside agencies that may be able to assist. These include:

​

OCCUPATIONAL THERAPY AUSTRALIA (OTA): You can complain to OTA about an Occupational Therapist. Diverse Therapy Queensland as an organisation would also refer a therapist to OTA if found to be negligent or unprofessional in their duty as a therapist. Contact: info@otaus.com.au Tel. 1300 682 878 or 03 9415 2900 Fax. 03 9416 1421.

 

AUSTRALIAN HEALTH PRACTITIONER REGULATION AGENCY (AHPRA): You can complain to AHPRA about an Occupational Therapist. Diverse Therapy Queensland as an organisation would also refer an Occupational Therapist to AHPRA if found to be negligent or unprofessional in their duty as a therapist. Contact: Tel. 1300 419 495 or +61 3 9275 9009. Opening hours are 9:00am – 5:00pm, Monday to Friday (Australian Eastern Standard Time). Use the web enquiry form.

​

Complaints received in relation to NDIS clients

​

If you have a concern about your current NDIS Services or supports, it is important that you talk about it.

​

NDIS clients are encouraged to raise concerns or complaints initially with Diverse Therapy Queensland, via the process listed above, as this is often the best way to have issues resolved quickly. 

 

However, if your complaint is unable to be resolved with our staff, then seek further advice from family, friends or an independent advocate to support you in making a complaint. For further information, see Disability Advocacy

 

A complaint can be made to the NDIS Commission by:

​

​

The NDIS Commission can take complaints from anyone about:

 

  • Services or supports that were not provided in a safe and respectful way

  • Services and supports that were not delivered to an appropriate standard

  • How an NDIS provider has managed a complaint about services or supports provided to an NDIS participant

 

 

Further information can be found at https://www.ndiscommission.gov.au/about/complaints

bottom of page