Complaints Policy

Complaints and Feedback is one of the elements in our Integrated Governance Model.

It is the policy of True Diversity to create an environment where complaints and concerns, compliments, and suggestions (feedback) are welcomed and viewed as an opportunity for acknowledgement and improvement. As a participant exercises choice and control, and is
encouraged to do so, we will ensure that individuals always feel they have the right to make comments and complaints and are encouraged to exercise their right.

The culture we create is one of “blame free” and resolution focused culture, respecting an individual’s right to privacy and confidentiality. We ensure 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.

Please also refer to Whistle-blower Policy for details on protecting those who make complaints about breaches of Code of Conduct.

It is acknowledged that such comments and complaints are vital to review internal performance and processes and to seek continuous improvement of services as we seek to achieve our care commitment. participants, families, and / or other stakeholders may submit compliment, complaint and / or feedback form about True Diversity supports or services, staff, and / or contractors.

It is our policy to follow the principles of procedural fairness and natural justice and comply with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and Disability Services and Inclusion (Complaints and Incidents Management) Rules 2023.