Complaints

This form below is used to report all accidents/incidents/complaints, whether an injury occurred or not and to document the investigation into the incident. Please complete this form as soon as possible after the incident occurred. Complaints can be reported at any time.

Complaints are important— they help the NVOPS Team improve the quality of services they provide.

If it is a client/participant incident, it should also be recorded in the progress notes and a copy of the incident report added to the client/participant file.

Complaints are not recorded in the client/participant file. Complaints can be recorded by staff, clients/participants, visitors to NVOPS and this form is to be made available on request digitally or in hard copy. It is also freely available on the NVOPS website as seen below.

Easy Read brochure: If you need to speak up, speak to us (NDIS): https://www.ndiscommission.gov.au/node/1671

Complaints Form -

Type of Report

Please select one of the following:

Risk reduction - identification of something that could potentially lead to an accident or incident.

Incident - event or situation that did not result in harm to an individual.

Complaint

Accident - event or situation that resulted in harm or injury to an individual or breakage of equipment.

Who is Affected;

Please select one of the following:

Client / Participant

Staff

Organisation

Other - visitor, contractor

Name of Person/s Involved in the Incident:

Date of Incident:

Location of Incident:

Description of Events and Any Injuries:

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health service and the handling of health information in Victoria. Their service is free confidential and impartial.

To lodge a complaint with the HCC:

Fill out a complaint form online at hcc.vic.gov.au or
Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

NDIS Participants please note, the following information is taken from NDIS Commission Website;

People with disability have the right to complain about the services they receive. Most NDIS providers do their best to provide quality supports and services to people with disability, but issues can occur.

If you have a concern about your current NDIS supports or services, it is important that you talk about it.

Complaints are important—they can help providers understand what is important to people with disability and improve the quality of services they provide, so your complaint can help other people too.

If you feel comfortable, you are encouraged to raise your concern or complaint with your provider first, as this is often the best way to have your issue resolved quickly. All registered NDIS providers must have a complaints management and resolution system in place.

If the provider is unable to resolve your concern or complaint, then you should seek further support.

You may seek support from family, a friend or an independent advocate in making a complaint. For further information see: Disability Advocacy.

If you are in New South Wales, South Australia, the Australian Capital Territory, Northern Territory, Queensland, Victoria or Tasmania, a complaint can be made to the NDIS Commission by:

Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.

National Relay Service and ask for 1800 035 544.

Completing a complaint contact form.NDIS Participants please note that you can take complaints directly to the NDIS commission by calling 1800 035544.

COMPLAINTS

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