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Feedback Policy

Feedback, Compliments and Complaints Policy

Policy Statement

Silverlining SA values feedback from participants, families, advocates, staff and the community. Feedback helps us improve the quality and safety of our services.

Silverlining SA encourages all individuals to provide feedback, compliments or complaints without fear of disadvantage or retribution. All feedback is treated respectfully, confidentially and fairly.

This policy complies with:

  • NDIS Practice Standards – Feedback and Complaints
  • NDIS Code of Conduct
  • Privacy Act 1988 (Cth)

Silverlining SA ensures that feedback and complaints are managed in a timely, transparent and person-centred manner.

Our Commitment

Silverlining SA is committed to ensuring that:

  • Participants know how to provide feedback or make a complaint
  • Feedback is easy to provide
  • Complaints are taken seriously
  • Individuals are treated with respect
  • Complaints are resolved fairly
  • Privacy and confidentiality are protected
  • Feedback is used to improve services

Participants can provide feedback themselves or through a family member, advocate or representative.

Providing Feedback or Making a Complaint

Feedback, compliments or complaints can be provided in several ways:

  • Speaking to a staff member
  • Completing a Feedback or Complaint Form
  • Emailing info@silverliningsa.com.au
  • Calling 0450 149 087
  • Writing to Silverlining SA, Adelaide SA

Participants may make complaints anonymously if they prefer.

Support will be provided where needed, including:

  • Assistance completing forms
  • Interpreter services
  • Support persons or advocates

How Complaints Are Managed

Silverlining SA follows a structured process:

  1. Receive

Feedback or complaints may be provided verbally or in writing.

All complaints are recorded in the Feedback and Complaints Register.

  1. Acknowledge

Silverlining SA will acknowledge complaints within 1 working day where possible.

The complainant will be informed about:

  • The process
  • Expected timeframes
  • Desired outcomes
  1. Investigate

Silverlining SA will review the complaint and may:

  • Speak with involved staff
  • Review documentation
  • Consult the participant
  • Identify risks

Serious matters such as abuse, neglect or criminal conduct will be escalated immediately to management and relevant authorities.

  1. Resolve

Silverlining SA aims to resolve complaints within 28 days.

Where more time is required, the complainant will be informed of progress and expected timeframes.

Possible outcomes may include:

  • Apology or explanation
  • Changes to supports
  • Staff training
  • Service improvements
  • Corrective actions
  1. Communicate Outcome

Silverlining SA will provide:

  • Verbal explanation of outcomes
  • Written confirmation where appropriate

Participants may request further review if they are not satisfied with the outcome.

Continuous Improvement

All feedback, compliments and complaints are reviewed regularly to improve service quality.

Information is recorded in the:

  • Feedback and Complaints Register
  • Continuous Improvement Register

Feedback is reviewed during management meetings to identify improvement opportunities.

External Complaints

Participants can make a complaint to external organisations at any time.

NDIS Quality and Safeguards Commission

Phone: 1800 035 419
Website: www.ndiscommission.gov.au

National Disability Insurance Agency (NDIA)

Phone: 1800 800 110
Email: feedback@ndis.gov.au

South Australian Ombudsman

Phone: 1800 182 150
Website: www.ombudsman.sa.gov.au

Silverlining SA will support participants to contact external agencies if requested.

Responsibilities

Director and Management

Responsible for:

  • Overseeing complaints management
  • Investigating complaints
  • Ensuring timely responses
  • Maintaining registers
  • Implementing improvements
  • Reporting serious incidents

Staff Responsibilities

Staff must:

  • Encourage feedback
  • Treat complaints respectfully
  • Maintain confidentiality
  • Record feedback accurately
  • Forward complaints to management promptly

Privacy and Confidentiality

All feedback and complaints are handled confidentially in accordance with Silverlining SA Privacy Policy.

Information is stored securely and accessed only by authorised personnel.

No Disadvantage

Participants will not be disadvantaged or treated differently for making a complaint.

Silverlining SA supports open communication and continuous improvement.