Client Feedback and Complaints Policy

1. Purpose  

1. This Policy is to ensure that all complaints are handled fairly, effectively, efficiently and consistently across The Learning for Life Autism Centre Inc (Learning for Life) in a timely manner. This policy provides procedural operational guidance to staff, and for clients who want to make a complaint, on the key procedures and expectations for the feedback and complaint handling system. 
2. Learning for Life believes that all feedback and complaints provided by our clients are an important opportunity to improve the quality of our services. Through this Policy Learning for Life ensures that our clients, their families, carers, advocates and members of the public are aware of their right to provide feedback and make complaints and the procedure to follow to lodge their complaint, feedback or grievance. All feedback and complaints shall be treated confidentially, where possible, and Learning for Life shall take all reasonable measures to ensure complainants are protected from reprisals and/or victimisation. 

1. Any complaints received from staff or volunteers will also be treated in accordance with this policy. 

2. Policy Statement 

1. This service will: 
   • Provide clear procedures for making and dealing with complaints at the service. 
   • Comply with all legislative requirements. 
   • Investigate all complaints, dealing with them as soon as practicable. 
   • Attempt to resolve the complaint to mutual satisfaction of those involved. 
2. This service is committed to: 
   • The resolution, where possible, of complaints to the mutual satisfaction of those involved. 
   • Fairness and equity in dealing with disputes, complaints and complainants. 
   • Compliance with all legislative and statutory requirements. 
   • Keeping confidential, where practicable, the information provided by any person involved with a complaint. 
3. Learning for Life understands and supports person-centred and family-centred approaches to delivery of services and recognises the central role of families in peoples’ lives. This approach may include inputs and evaluations from families, friends and carers. Feedback received assists continuous improvement and contributes towards enhancing service delivery. 
4. Learning for Life is committed to working collaboratively together with Clients to continue to deliver a high standard of therapeutic services that meet the needs of Clients and their families and ensures that the Client participates fully in their family and community life. 
5. When managing complaints, Learning for Life shall take a focus on identification of risk and the prevention of errors in order to reduce the potential dissatisfaction and harm to Clients. 
   • Learning for Life shall give all Clients access to lodging feedback and complaints without fear of retribution or victimisation and shall ensure that all received feedback and complaints are considered, appropriately referred and actioned upon. 
   • Learning for Life shall engage employees and contractors that have the right skills and training to meet the standards prescribed by this Policy. 

3. Scope 

1. This policy applies to the staff, volunteers, parents/guardians and any other person involved with Learning for Life. 
2. All complaints received by this service will be dealt with under this Policy except for: 
   • Complaints relating to sexual and other forms of harassment or relating to equal opportunity, which will be dealt with under the Grievance Policy. 
   • Complaints related to industrial or employment matters, which will be dealt with in accordance with the Grievance Policy, specific staffing policies and the requirements specified under relevant awards, industrial agreements or legislation. 
   • Complaints between members of the association or a member and the Board relating to the operation of the incorporated association, which will be dealt with under the grievance procedure in the service’s Constitution. 
3. Where a Complaint received relates to a reportable incident under another policy (such as the Duty of Care & Incident Policy and Child Safe & Vulnerable Persons Policy), the Complaint will still be addressed under this Policy in addition to the other relevant policy being followed for the handling of the underlying incident. 

4. Definitions 

Client means, for the purpose of this policy: 

1. a child who is enrolled in a Learning for Life program and, in relation to information provided or a complaint or feedback made, that child’s parents or legal guardians. 
2. where Learning for Life is providing a service under a service agreement with an educational institution or private organisation, that institution or organisation. 

Complaint means any verbal or written grievance from a client, staff member, volunteer or other person involved with the service. 

Senior Management Team (SMT) incudes CEO, Clinical Director, Manager Human Resource, Manager Finance, Manager Marketing & Communications, Head of Psychology Services, Head of Early Intervention, Head of Therapy Assistants. 

5. Communication

1.  This Policy shall be communicated to existing Clients on its commencement and to new Clients on the commencement of their service. 
2. This Policy shall be communicated to all staff and volunteers of Learning for Life on its commencement and to new staff members on the commencement of their employment in compliance with Recruitment and Induction Policy and Training and Registrations Policy. 
3. Learning for Life shall provide relevant information and training to all staff and volunteers about this Policy and its application. 
4. This Policy is available in easy read and pictorial format. 
5. This Policy shall be read in conjunction with: 
   • Positive Behaviour Support Policy; 
   • Confidentiality and Privacy Policy; 
   • Conflict of Interest Policy; 
   • Data Breach and Response Policy; 
   • Drugs and Alcohol Policy; 
   • Duty of Care and Incident Management Policy; 
   • Individual Programs Policy; 
   • Medication Management Policy; 
   • Performance Management and Disciplinary Policy;  
   • Quality Management Policy; 
   • Recruitment and Induction Policy; 
   • Risk Management Policy; 
   • Training and Registrations Policy; 
   • Child Safe and Vulnerable Persons Policy. 

6. Background and Relevant Legislation 

Relevant Legislation that is applicable to Learning for Life in the context of complaints is: 

• Associations Incorporation Act (Vic) 1981; 

• Accountability Principles 2014; 

• Australian Human Rights Commission Act (Cth) 1986; 

• Child Employment Act (Vic) 2003; 

• Child Wellbeing and Safety Act (Vic) 2005; 

• Children, Youth and Families Act (Vic) 2005; 

• Commission for Children and Young People Act (Vic) 2012; 

• Constitution of the service; 

• Disability Services Act (Cth) 1993; 

• NDIS Practice Standards - Worker Screening Rules 2018; 

• NDIS (Quality Indicators) Guidelines 2018; 
• Privacy and Data Protection Act (Vic) 2014;