Feedback is very important to us.  

In the event that you are unhappy with any part of our service, we recommend you read our complaints policy below.

Complaints can also be raised directly with the NDIS Commissioner – Phone: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged. Or, go to: https://www.ndiscommission.gov.au/about/complaints

iMOVE Rehabilitation’s Complaints Policy Statement

The purpose of this policy is to ensure that participants and workers have knowledge of and access to iMOVE Rehabilitation’s complaints management and resolution system.

This policy is for all workers, participants, their families and/or carers and advocates and wider community. It provides a transparent and easy-to-follow process for everyone who wants to provide feedback and/or lodge a complaint with iMOVE Rehabilitation. Complaints are seen as a positive contribution to continually improve processes.

iMOVE Rehabilitation is committed to ensuring all clients, their families and/or carers, advocates and members of the wider community, are free to discuss their concerns and lodge complaints without prejudice. iMOVE Rehabilitation’s approach is to be objective and fair at all times. iMOVE Rehabilitation strives to be open and honest, and to look for opportunities rather than seeing barriers. Complaints and other feedback made by all parties are welcomed, acknowledged, respected and managed appropriately.

The general principles guiding the NDIS Act, include:

• People with disability have the same right as other members of Australian society, to pursue any grievance.
• People with disability are respected for their worth and dignity and to live free from abuse, neglect and exploitation.
• People with disability are able to determine their own best interests including the right to exercise choice and control and to engage as equal partners in decisions that will affect their lives to the full extent of their capacity.
• Have their privacy and dignity respected.
• Have the role of families, carers and other significant persons in their lives acknowledged and respected.
• Innovation, quality, continuous improvement, contemporary best practice and effectiveness in the provision of supports to people with disability are to be promoted.

These principles are adhered to by iMOVE Rehabilitation, and this policy confirms the application of these principles. The NDIS Code of Conduct also underpins the service’s response to complaints.

iMOVE Rehabilitation will work with all decision makers identified for the participant. Complaints will be handled with the highest confidentiality. Only those directly involved in the resolution of the complaint will have access to records, unless disclosure is required by law. Complaints will be resolved within the prescribed timeframe. Complainants will be informed at every stage of the complaint process. Appropriate actions will be taken in the resolution of the complaint. Where a complainant is dissatisfied with the outcome, they will be supported to engage with external advocacy agencies, if required. Records relating to complaints are provided to the NDIS Commissioner when requested. At any stage, a complainant can address their grievance directly with the NDIS Commission.

Who can make a complaint?

Any person can make a complaint about the provision of support and service by iMOVE Rehabilitation. This includes participants, their families, carers, advocates or guardians, or any other person who wishes to make a complaint.

Anonymous complaints

If a complainant does not wish to provide their name, IMOVE Rehabilitation will still investigate their complaint. The complainant will be asked how they would like to be advised of the outcome of the investigation.

Vexatious complaints and unreasonable complainants

A vexatious complaint is one which is raised, regardless of its merits, to harass, annoy or subdue. Fair consideration must be given to the complaint.

Reportable Incidents

A complaint which is raised, involving a reportable incident, includes:

• The death of a person with disability.
• Serious injury of a person with disability.
• Abuse or neglect of a person with disability.
• Unlawful sexual or physical contact with, or assault of, a person with disability.
• Sexual misconduct committed against, or in the presence of, a person with disability, including grooming of the person for sexual activity.
• Use of a restrictive practice in relation to a person with disability where the use is not in accordance with an authorisation (however described) of a state or territory in relation to the person, or if it is used according to that authorisation but not in accordance with a behaviour support plan for the person with disability. If this is the case, the complaint will be handled as per the Reportable Incident (NDIS) Policy & Procedure.

How can a complaint be made?

A complaint can be made directly to iMOVE Rehabilitation verbally and/or in writing:

Phone 9450 8888
Email: contact@imoverehab.com.au
Website: www.imoverehab.com.au