Aussie Ergonomics Pty Ltd

Complaints Management and Resolution System

The Aussie Ergonomics Pty Ltd Complaints Management and Resolution System was developed in accordance with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 @  https://www.legislation.gov.au/Details/F2018L00634 under the National Disability Insurance Scheme Act 2013. It is an integral part of the Aussie Ergonomics Pty Ltd Safety Management System.

This complaints management and resolution system assures that people can easily make a complaint and that all complaints are dealt with fairly and quickly. Any Aussie Ergonomics Pty Ltd worker must comply with this system.

• Any person can make a complaint (including an anonymous complaint) to Aussie Ergonomics Pty Ltd about the supports or services provided by Aussie Ergonomics Pty Ltd.
• Any person making a complaint will be afforded procedural fairness when a complaint is dealt with by Aussie Ergonomics Pty Ltd.
• The process for making a complaint depends on the nature of the complaint; complaints can be made to the Director of Aussie Ergonomics Pty Ltd, or they can be made to the Commissioner.
• The process for resolving a complaint depends on the nature of the complaint, and whether the complaint was made to the Director of Aussie Ergonomics Pty Ltd or to the Commissioner.
• Appropriate support and assistance for the submission and management of a complaint is provided to any person who wishes to make, or has made, a complaint, by the Secretary.
• Any complaint will be acknowledged within 2 business days.
• Any complaint will be assessed and resolved in a fair, efficient and timely manner by the Director who will take appropriate action in relation to issues raised in a complaint.
• The Director will take reasonable steps to ensure that any person who makes a complaint to Aussie ergonomics Pty Ltd, and each person with disability affected by an issue raised in such a complaint, is advised how that complaint or issue may be raised with the Commissioner.
• The Secretary will provide appropriate support and assistance in contacting the Commissioner in relation to a complaint.
• The Director will assure that reasonable steps are taken to ensure that a person who makes a complaint, or a person with disability affected by an issue raised in a complaint, is not adversely affected as a result of the making of the complaint.
• Any information provided in a complaint is kept confidential and only disclosed if required by law or if the disclosure is otherwise appropriate in the circumstances.
• Any person making a complaint will be appropriately involved in the resolution of the complaint and kept informed of the progress of the complaint by the Secretary, including any action taken, the reasons for any decisions made and options for review of decisions in relation to the complaint.
• A person with disability affected by an issue raised in a complaint will be kept appropriately informed of the progress of the complaint through the Secretary, including any action taken, the reasons for any decisions made and options for review of decisions and will be kept appropriately involved in the resolution of the complaint.
• The complaints management and resolution system is made available in print to any Aussie Ergonomics Pty Ltd worker and customer, and accessible via our website to everybody, including NDIS participants and their representatives, such as carers, family or advocates upon request.
• A complaint about Aussie Ergonomics Pty Ltd is made to the Director:
  1. Verbally to any Aussie Ergonomics Pty Ltd staff. Staff are required to inform the Director as soon as possible of the content of the complaint, and the person complaining. The Secretary is responsible for documenting such verbal complaints, which must be confirmed by the complainant in due course.
  2. In writing, using any non-standard letter form, and posted to Aussie Ergonomic Pty Ltd, PO Box 11370, Mackay Caneland QLD 4740.
  3. By email, using any non-standard letter form, and the subject: COMPLAINT, to our contact.
     
     
• A complaint about Aussie Ergonomics Pty Ltd can be made to the Commissioner:
  1. Orally,
  2. In writing,
  3. Or by any other appropriate means.

The complaint can be made anonymously and can be withdrawn at any time.

• If required under a relevant Commonwealth or Queensland law, a complaint must be referred or notified to any other statutory bodies as prescribed in the law by the Director.
• A complaint may be made by the affected person, or a carer of an affected disabled person, or a family member of an affected disabled person, or an advocate of an NDIS participant.
• Any records of complaints, including information about the complaint, complaint resolution, and outcomes of a complaint must be kept for 7 years from the day the record is made.
• Records of complaints are reviewed monthly to identify and correct any potential systemic issues in Aussie Ergonomics Pty Ltd emanating from the complaint, and relevant statistics are produced where possible.
• All records in the Aussie Ergonomics Pty Ltd complaints management and resolution system must be made available to the Commissioner upon request within due course.
• The Aussie Ergonomics Pty Ltd Complaints Management and Resolution System is annually reviewed following the Aussie Ergonomics Pty Ltd Review Audit Schedule to ensure its effectiveness.
• Every Aussie Ergonomics Pty Ltd worker must read and confirm to have understood their responsibilities within this system as part of the Aussie Ergonomics Pty Ltd work induction program.