What is a Complaint?
A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required (AS/NZS ISO 10002:2014 Guidelines for Complaints Management in Organisations).
We recognise the rights of our clients and members and we encourage everyone to contact us directly with any feedback.
Complaints Management at SCIA
Our Complaints policy and approach is guided by and developed to comply with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018. The following principles apply to the management of complaints received by SCIA:
All clients will be informed, as early as possible, on how and where complaints can be made.
The complaint management process is easily accessible and provides opportunities for escalation and review including support to make a complaint to the NDIS National Quality and Safeguards Commission (“NDIS Commission”).
All complaint information is kept confidential and complainants have the option to remain anonymous when they submit a complaint.
Our aim is to resolve complaints quickly and informally where possible.
Complaints are acknowledged, assessed and managed in a fair, efficient, and timely manner.
People making the complaint will be supported, kept informed and will not be adversely affected because a complaint is made by them or on their behalf.
Clear communication is maintained throughout the complaints process, and the complainant will be informed of progress and action taken or to be taken to resolve the complaint.
Our Complaints Process
SCIA staff will aim to resolve your complaint quickly and informally where this is possible. Where quick and informal complaint resolution is not possible, we will:
Acknowledge your complaint within two working days.
Do our best to resolve the complaint within 10 working days.
Notify you of the outcome of the complaint review process including any action taken or to be taken.
Support you to make a complaint to external bodies including the NDIS Commission should you not be satisfied with the complaint outcome.
How to Lodge and Escalate a Complaint
There are several different ways to lodge a complaint with SCIA, which are outlined here.
If you are not satisfied with the complaint outcome offered by the SCIA staff member you are able to escalate your complaint. You can do this by informing the staff member’s manager, who will review your complaint. The manager will take over communication as part of this review. If further escalation of the complaint is needed, it should be referred to SCIA’s CEO.
Raise your concerns directly with the SCIA staff member.
Mail us a letter outlining your grievance to PO Box 397, Matraville NSW 2036. (Please remember to include your contact details.)
Call 1800 819 775.
Email us on info@scia.org.au.
External review
You have the right to make a complaint to the NDIS Commission at any time, and SCIA staff will provide information and support to you to do this including where you are not satisfied with the outcome of the complaint made to SCIA.
If you would prefer to contact the NDIS Commission directly, you can find more information on how to raise a complaint on the NDIS Quality and Safeguards Commission website.
If you disagree with the decision that the NDIS Commission has made about your complaint you can raise your concerns with the Commonwealth Ombudsman. The Ombudsman investigates complaints from people who believe they have been treated wrongly, unfairly, unjustly or discriminated against by an Australian Government department or agency. The NDIS Commission is a government agency.
If you are a recipient of SCIA’s Advocacy services, you can also raise a complaint with the Complaints Resolution and Referral Service which is a free service for people with disability who are users of Australian Government funded: Disability Employment Services (DES); Australian Disability Enterprises (ADE); and/or Disability Advocacy services.
