Able & Co Allied HealthContact
Complaints

Complaints & Feedback Policy

ABLE & CO ALLIED HEALTH PTY LTD

ABN 78 697 626 430

COMPLAINTS & FEEDBACK POLICY

Document Number AC-COMP-001
Version 1.0
Issue Date 18 June 2026
Review Date 18 June 2027
Classification Public — participant-facing
Owner Founder / Complaints Officer
Regulatory Basis NDIS Practice Standards; UN CRPD Article 13; NDIS Quality and Safeguards Commission Guidelines

1. Purpose

Able & Co Allied Health Pty Ltd is committed to providing accessible, fair, and effective mechanisms for participants, families, carers, and stakeholders to raise complaints and provide feedback about our services and platform. This policy ensures compliance with NDIS Practice Standard 1 (Rights and Responsibilities) and the National Disability Strategy 2021-2031.

A robust complaints framework is not merely a compliance requirement; it is a fundamental expression of respect for participant rights, consistent with the United Nations Convention on the Rights of Persons with Disabilities (CRPD), particularly Article 13 (access to justice) and Article 19 (living independently and being included in the community).

Research consistently demonstrates that effective complaints mechanisms improve service quality, restore trust, and empower participants to exercise self-determination (Chenoweth & Clements, 2014; Mansell et al., 2010).

2. Scope

This policy applies to:

3. Legislative and Regulatory Framework

3.1 Legislation and Standards

3.2 Evidence Base — Peer-Reviewed Literature

# Reference
[1] Mansell, J., Knapp, M., Beadle-Brown, J., & Beecham, J. (2007). Deinstitutionalisation and community living: Position statement. Tizard Learning Disability Review, 12(2), 43–46. Foundational research on participant rights and complaints in disability services.
[2] Bigby, C., & Frawley, P. (2010). Social work practice and intellectual disability. Palgrave Macmillan. Chapter 7 addresses accessible complaints mechanisms for people with communication support needs.
[3] Chenoweth, L., & Clements, N. (2014). Consumer perspectives on disability support services. Disability & Society, 29(3), 403–416. Demonstrates correlation between accessible complaints processes and service quality.
[4] Shakespeare, T. (2018). Disability: The basics. Routledge. Informs rights-based approach to complaints — Chapter 5.
[5] Productivity Commission. (2011). Disability Care and Support (Report No. 54). Australian Government. Foundational evidence for NDIS complaints framework design.
[6] Robinson, S., & Chenoweth, L. (2011). Preventing abuse in disability services: A literature review. Department of Communities. Queensland Government. Informs serious complaint escalation protocols.
[7] UN Enable. (2006). Convention on the Rights of Persons with Disabilities. United Nations. Article 13 — Access to Justice forms the normative foundation of this policy.
[8] Bigby, C., Webber, R., & McKay-Brown, L. (2015). Mainstream or disability-specific? A study of residential services for older people with intellectual disabilities. Journal of Intellectual & Developmental Disability, 40(4), 392–398.

4. Our Complaints Principles

Able & Co's complaints framework is guided by the following principles:

Principle Description
Accessibility Complaints can be made in multiple formats — written, verbal, email, or through a representative or advocate — to ensure no participant is excluded due to communication support needs.
Confidentiality All complaints are handled with strict confidentiality. Complainant identity is not disclosed without consent, except where required by law.
No Detriment A complainant will not suffer any disadvantage, discrimination, or reduction in service quality as a result of raising a complaint.
Responsiveness All complaints receive acknowledgement within 5 business days and resolution within 30 business days.
Natural Justice All parties to a complaint have the opportunity to be heard before a decision is made.
Continuous Improvement Complaints data is analysed quarterly to identify systemic issues and drive service improvements.
Rights-Based This policy is grounded in the UN CRPD and affirms each participant's right to raise concerns without barrier.

5. What Is a Complaint?

A complaint is an expression of dissatisfaction about:

Feedback (positive or neutral comments that do not express dissatisfaction) is also valued and recorded separately. Positive feedback is shared with relevant staff. Suggestions for improvement are reviewed quarterly.

6. How to Make a Complaint

6.1 Complaints Channels

Method Details
Email rob@ableandco.au — subject line: "Complaint"
Platform Via the Able & Co app — Feedback & Complaints button (coming in v2.0)
Phone Contact number published on ableandco.au
Written Able & Co Allied Health Pty Ltd, Western Sydney NSW
Advocate Participants may have a support person, advocate, or nominee lodge a complaint on their behalf

6.2 Anonymous Complaints

Anonymous complaints will be accepted and investigated to the extent possible. However, we may be limited in our ability to resolve the matter or provide a response where the complainant cannot be identified.

6.3 Information Needed

To help us resolve your complaint, please provide:

7. Complaints Resolution Process

Stage Timeframe Action
Stage 1 Day 1–2 Acknowledge complaint in writing. Assign complaint ID number. Inform complainant of process and expected timeframe.
Stage 2 Day 3–15 Investigate: gather information from all parties, review records, interview relevant staff or support workers.
Stage 3 Day 16–25 Determine outcome. Draft resolution decision. Provide draft to relevant parties for comment.
Stage 4 Day 26–30 Communicate final decision in writing. Outline any actions taken or improvements implemented.
Stage 5 Day 31+ Follow up with complainant 30 days post-resolution to confirm satisfaction.

Extensions beyond 30 business days may be necessary for complex complaints. The complainant will be notified in writing with reasons and a revised timeline.

8. Serious and Reportable Complaints

8.1 Immediate Risk

Where a complaint indicates immediate risk to the safety of a participant or others, Able & Co will:

8.2 Reportable Incidents

The following complaint types are treated as reportable incidents under the NDIS (Reportable Incidents) Rules 2018:

Reportable incidents are notified to the NDIS Commission within 24 hours (initial notification) and 5 business days (full report).

8.3 Mandatory Reporting (NSW)

Able & Co's staff and partner organisations must make mandatory reports under applicable NSW legislation where they have reasonable grounds to suspect a child or vulnerable adult is at risk of harm.

9. External Escalation

If a complainant is not satisfied with our internal resolution, they may escalate to:

Body Contact Details
NDIS Quality & Safeguards Commission ndiscommission.gov.au │ 1800 035 544 │ complaints@ndiscommission.gov.au
Australian Human Rights Commission humanrights.gov.au │ 1300 369 711
NSW Civil & Administrative Tribunal (NCAT) ncat.nsw.gov.au for discrimination and rights matters
Office of the Australian Information Commissioner oaic.gov.au │ 1300 363 992 (for privacy complaints)
Community & Disability Services Complaints Commissioner (NSW) facs.nsw.gov.au

10. Complaints Register

All complaints are recorded in the Able & Co Complaints Register. The register captures:

The register is reviewed quarterly by the Founder/Complaints Officer. Trends and systemic issues are reported in the annual quality report.

Sample Complaints Register — Template

ID Date Received Category Description (brief) Status Resolution Date Outcome
C-001 DD Mon YY Service Quality [Brief description] Open / Closed DD Mon YY [Outcome summary]
C-002 Privacy
C-003 Conduct

11. Staff Responsibilities

Role Responsibility
Founder / Complaints Officer Receive all complaints; oversee investigation; make final determination; report to NDIS Commission as required; maintain complaints register; quarterly review.
Partner Organisation Staff Receive and forward complaints to Able & Co within 1 business day; cooperate with investigations; maintain confidentiality.
Support Workers Inform participants of their right to complain; never discourage or obstruct complaints; report concerns immediately.

12. Continuous Improvement

Able & Co uses complaints data to drive service improvement:

This approach aligns with the NDIS Practice Standard requirement for continuous improvement and is supported by evidence that organisations with active complaints learning loops achieve better participant outcomes (Mansell et al., 2007).

13. Approval and Version Control

Version Date Author Approved By Summary
1.0 18 June 2026 Complaints Officer, Able & Co Complaints Officer, Able & Co Initial issue

_______

Able & Co Allied Health Pty Ltd — Complaints Officer

Able & Co Allied Health Pty Ltd

18 June 2026

Complaints & Feedback Policy  |  Version 1.0  |  18 June 2026  |  ABN 78 697 626 430    Page
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