Updated September 20, 2023

Support Outside The Square values complaints from people with disability, families, carers, service providers and regulators to ensure people are treated fairly and restpectfully when they use our services.

Complaints are an important source of information for us, and are used to genuinely improve our services wherever possible.

This policy applies to all staff, contractors and business partners of Support Outside The Square.

Principles Underlying this Policy

• Everyone has the right to complain, and to have their complaint taken seriously.
• People making complaints should be supported to access complaints processes and should not experience any penalties, including denial of service, as a result of making a complaint.
• Complaints processes should be sensitive to any cultural requirements.
• Complaints should be dealt with in a timely manner, and with confidentiality afforded to all parties involved.
• Having a robust complaints process and system is an important part of how Support Outside The Square manages its quality of service, and helps to safeguard people with disability.
• Complaints identify risks to people with disability but also visitors and staff and help Support Outside The Square to meet its occupational health and safety obligations.
• Complaints identify opportunities for Support Outside The Square to continuously improve its services, and as such they are welcomed.

How to Make a Complaint

Anyone wishing to make a complaint may do so either in writing or verbally to Kellie Fuller from Support Outside The Square, by phone on 0461 586 655 or by email to kellie@sots.com.au. If the person does not feel comfortable making the complaint, a support person or advocate is welcome do this on their behalf.

Alternatively, they can choose to contact the NDIS Quality and Safeguards Commission and make a complaint directly to them, either by phone on 1800 035 544 or via their website at https://www.ndiscommission.gov.au/about/making-complaint.