Complaints and Grievances Policy

­­­­Purpose
To provide a clear process for raising and resolving complaints, ensuring client rights are protected and services improve continuously.

Principles

• Respectful, fair, and free from reprisal.

• Accessible and culturally safe.

• Compliant with NDIS (Complaints Management and Resolution) Rules 2018.

Process

1. Informal Resolution

   • Raise the issue with your therapist or email info@peninsulatherapyhub.com.au.

   • We aim to respond within 3 business days.

2. Formal Complaint

   • Submit in writing to the Peninsula Therapy Hub Director via email or mail (6/22 Watt Road, Mornington VIC 3931).

   • Acknowledged within 5 business days and investigated within 21 days.

3. Outcome & Review

   • Written response provided with findings and any corrective action.

   • If dissatisfied, clients may request an internal review.

4. External Options

   • NDIS Quality and Safeguards Commission: www.ndiscommission.gov.au or 1800 035 544.

   • Other relevant bodies such as the Victorian Health Complaints Commissioner.

Recordkeeping
All complaints are documented, analysed for trends, and used to improve services.