We are committed to promoting and encouraging our clients, their families and carers to provide feedback, both good and negative, about our services. We aim to implement a positive culture whereby compliments and complaints are treated as an opportunity to continuously improve the quality of services that we provide.
It is a guiding principle of the National Disability Insurance Scheme Act 2013 (NDIS Act) that people with disability have the same right as other members of Australian society to pursue any grievance. This policy sets out our commitment to customer service and feedback and meets our obligations under the NDIS legislation.
Implementing this policy is the responsibility of all Horizon Therapy Services Employees. The Practice Manager is responsible for ensuring all staff read and implement this policy and associated procedures, and that feedback is sought from our clients to ensure continuous improvement in everything we do.
Our Service Commitment
All staff will proactively work to ensure that:
Monitoring and review
The Horizon Therapy Services Management Committee will monitor and review the implementation of this policy on a quarterly basis. Feedback from our clients will also be sought as part of our commitment to customer feedback and through our Advisory Committee.
For further information on this policy and associated risk management procedures, contact Helen Shayler, General Manager at firstname.lastname@example.org.
This policy and procedure will be revised as required and at no later than one year from the date of last major revision.