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Complaints Management and Resolution Policy

Purpose

Healing Trust Hope Counselling is committed to providing safe, respectful, and high-quality counselling services. Complaints are welcomed as an opportunity to address concerns, protect participant rights, and improve service quality.

This policy explains how complaints are received, acknowledged, managed, and resolved in a fair, transparent, and timely manner.

Scope

This policy applies to:

  • NDIS participants
  • Families, carers, and advocates
  • Other stakeholders who interact with Healing Trust Hope Counselling

Policy Statement

As a sole trader, Healing Trust Hope Counselling ensures that:

  • Complaints are taken seriously and managed respectfully
  • No person is disadvantaged or treated unfairly for making a complaint
  • Complaints are handled in line with procedural fairness and natural justice
  • Confidentiality and privacy are maintained at all times
  • The service complies with the NDIS (Complaints Management and Resolution) Rules 2018

1. What Is a Complaint

A complaint is any expression of dissatisfaction about:

  • Counselling supports or service delivery
  • Decisions made by the provider
  • Professional conduct
  • Communication or administration

Complaints may be made verbally, in writing, or with support.

2. Accessibility and Support

Healing Trust Hope Counselling ensures that:

  • Complaints can be made easily and free of charge
  • Support persons, advocates, or interpreters are welcome
  • Information is provided in plain English and alternative formats upon request
  • Reasonable adjustments are made to support individuals to raise concerns

3. How to Make a Complaint

Complaints may be made directly to:

Sole Trader / Complaints Contact
Healing Trust Hope Counselling
Email: healingtrusthope@gmail.com
Phone: 0448 332 247

Participants may also contact the NDIS Quality and Safeguards Commission at any time:

  • Phone: 1800 035 544
  • Email: complaints@ndiscommission.gov.au

Complaints Management Procedure

Step 1: Receipt and Acknowledgement

  • Complaints are acknowledged as soon as practicable (within 2 business days where possible)
  • The complaint is recorded in a confidential Complaints Register
  • The complainant is informed of the process and expected timeframes

Step 2: Assessment and Conflict of Interest Management

  • As the sole trader, the provider will assess the complaint fairly and objectively
  • Where the complaint involves the provider directly, the complainant will be informed of their right to:
    • Seek independent advocacy support
    • Escalate the complaint to the NDIS Quality and Safeguards Commission
  • External professional consultation may be sought if appropriate

Step 3: Resolution

  • Reasonable steps are taken to resolve the complaint promptly
  • Outcomes may include:
    • Explanation or clarification
    • Apology where appropriate
    • Changes to service delivery or practice
  • The outcome is communicated in a way the complainant can understand

Step 4: Escalation

If the complainant is not satisfied with the outcome, they may:

  • Escalate the complaint directly to the NDIS Quality and Safeguards Commission
  • Access independent advocacy services

Healing Trust Hope Counselling will fully cooperate with any external review.

Step 5: Closure and Documentation

  • Complaints are closed once resolved or referred externally
  • Actions and outcomes are documented
  • Records are stored securely in line with privacy and record-keeping requirements

4. Procedural Fairness and Natural Justice

Healing Trust Hope Counselling ensures:

  • Complaints are managed impartially and respectfully
  • The complainant is heard and involved in the process
  • Decisions are based on available information
  • No victimisation or discrimination occurs

5. Continuous Improvement

Complaints are used to:

  • Identify areas for service improvement
  • Inform changes to practice or procedures
  • Improve participant experience and safety

6. Record Keeping

Healing Trust Hope Counselling maintains:

  • A confidential Complaints Register
  • Secure storage of complaint records
  • Records in accordance with privacy and NDIS requirements

7. Review of Policy

This policy is reviewed at least annually, or earlier if:

  • There are changes to legislation or NDIS requirements
  • A significant complaint highlights the need for improvement