1. PROVIDING FEEDBACK AND MAKING COMPLAINTS
A. HOW TO PROVIDE FEEDBACK OR MAKE A COMPLAINT:
• By Phone: Call us at 02 6231 0081 to speak directly with our dedicated feedback team.• By Email: Send your feedback or complaints to admin@volitio-api.com.• In Person: Visit our office to discuss your feedback or complaint directly with our staff.• Online Form: Submit feedback or a complaint via the feedback form available on our website.
b. Anonymous Feedback: Participants may choose to provide feedback anonymously. We ensure all feedback, including anonymous, is reviewed and acted upon where possible.
2. PROCESSING FEEDBACK AND COMPLAINTS
A. ACKNOWLEDGEMENT:
• All feedback and complaints received will be acknowledged within 2 working days.• The complainant will be provided with information regarding the process and expected time frames.
B. ASSESSMENT AND INVESTIGATION:
• A dedicated staff member will be assigned to assess and investigate the complaint.• The process may include discussing the issue with relevant parties and gathering information related to the complaint.
C. RESOLUTION:
• We aim to resolve all complaints within 21 working days.• If a complaint requires more time, we will inform the complainant about the reasons and the new timeline.
D. OUTCOMES:
• The complainant will be informed of the outcome in writing.• If dissatisfied, the complainant can request a review of the decision or escalate the complaint further.
3. ESCALATION OF COMPLAINTS
A. INTERNAL REVIEW:
• If unsatisfied with the resolution, you may request an internal review by a senior manager at Volitio.
B. EXTERNAL REVIEW:
• Complaints can be escalated to the NDIS Quality and Safeguards Commission if you are dissatisfied with the final resolution or if the issue involves a breach of the NDIS Code of Conduct.
4. NDIS COMMISSION CONTACT DETAILS
A. FOR REPORTING ISSUES:
• Phone: 1800 035 544 (free call from landlines) or TTY 133 677.• Email: contactcentre@ndiscommission.gov.au• Online: Submit a report through the NDIS Commission’s online complaint form.
B. REPORTABLE INCIDENTS:
• Any reportable incident as defined under the NDIS must be reported to the NDIS Commission within 24 hours of becoming aware of the incident.
5. RECORDS AND CONFIDENTIALITY
A. All feedback and complaints are documented, and records are kept securely.
B. Personal information is handled in accordance with our Privacy Policy.
6. CONTINUOUS IMPROVEMENT
A. Feedback is used to improve services and practices continuously.
