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Feedback
and Complaints
At iPlan Manager, we are fully committed to continuously improving our services by actively listening to our valued clients and implementing necessary enhancements. We maintain a robust policy that encourages clients and partnership stakeholders to provide feedback and lodge complaints at any time, and we ensure that each feedback and complaint is appropriately addressed.
This policy applies to all service users of iPlan Manager, including clients who receive one-to-one services as well as NDIS service providers collaborating with us.
Client Feedback
We highly value the feedback of our clients and partnership stakeholders regarding their experience with our services or their involvement in our cooperative efforts. To facilitate this, we offer all clients the opportunity to complete a comprehensive client satisfaction survey. Additionally, clients can provide feedback during their appointments, reach out to us via phone, or utilize the iPlan Manager Complaints, Suggestions, and Feedback Form available on our website.
Client Complaints
We recognize and respect the right of all service users to file complaints about our services, extending beyond the completion of client satisfaction surveys or feedback forms. We ensure that each participant and their family members are informed about their right to file a complaint, offer a compliment, or provide suggestions concerning the following aspects: • The quality of the services or programs they access or wish to access. • Our policies and procedures. • The handling of any previous complaints. Clients have several options to address their concerns: • They can directly discuss their issues with the staff member responsible for the service and express their dissatisfaction. • Clients have the opportunity to engage with the iPlan Manager management team to share their service experiences. If the responsible manager is unavailable, we will promptly arrange an appointment within two business days for the client to speak with the manager (or acting manager). • If clients remain unsatisfied with the response received from the staff they interacted with, they can write to the iPlan Manager management team. We guarantee a response to the complaint within seven business days. • We prioritize client confidentiality, ensuring that the nature of the complaint is not disclosed to any third party without explicit consent from the client. • Additionally, we provide clients with information about their rights to file complaints with the NDIS Complaints Commissioner and offer guidance on accessing advocates who can assist them in making complaints.
Recording Complaints
Upon receiving a complaint, whether verbal or written, our dedicated staff diligently records the details using the Complaints, Suggestions, and Feedback Form. These details are then forwarded to the iPlan Manager management team for thorough follow-up and review. The manager engages with the staff member involved to determine the most appropriate course of action and the suitable person to respond to the client. Furthermore, all complaints are diligently recorded in the iPlan Manager's Complaints and Improvement Register, which is periodically reviewed by the iPlan Manager management team.
Complaints Handling Procedure
When a complaint is received, the following procedure is diligently followed at iPlan Manager: • Prompt Acknowledgment: Every complaint received by iPlan Manager, whether in-person or anonymous, is acknowledged promptly. We value every feedback and complaint, and we are committed to addressing them in a timely manner. • Forwarding to the Manager: All received complaints are forwarded to the iPlan Manager management team. This ensures that each complaint is directed to the appropriate person responsible for handling and resolving it. • Complaint Review and Context Discussion: The manager carefully reviews the complaint and engages in a discussion with the staff member(s) involved. If the complaint directly relates to a specific staff member or volunteer, the manager conducts a conversation to understand the circumstances and reasons behind the client's complaint. • Determining the Course of Action: Based on the review and discussion, the manager determines the most suitable course of action. This includes deciding how and by whom a response should be provided to the client. • Responding to the Client: A response is promptly provided to the client by the person deemed most appropriate to address their concerns. We ensure that the response is clear, courteous, and addresses the specific issues raised in the complaint. • Follow-up Report: Subsequently, either the staff member involved or the iPlan Manager management team prepares a follow-up report. This report provides a detailed account of the complaint and outlines the steps taken to address it effectively. • Listing on Continuous Improvement Register: The complaint, along with the actions taken for resolution, is listed in the iPlan Manager Continuous Improvement Register. This ensures that all complaints are duly recorded and helps us track and monitor progress toward enhancing our services.
At iPlan Manager, we consider feedback and complaints as valuable opportunities for improvement. We are committed to transparently addressing concerns and continuously striving to enhance our services for the benefit of our clients and partnership stakeholders.