SALETECH PTY LTD INCIDENT MANAGEMENT POLICY DOCUMENT – 2023
The company complaints management system recognises:
• Acts, Omissions, Events or Circumstances which have or could have caused harm to a person with a disability.
• Acts by a person with a disability in connection with providing supports or services that could have caused harm to another person.
• Reportable incidents occurring in connection with providing NDIS supports or services to persons with a disability.
Incidents are recorded in the Incident Management Register as follows:
The Description of an incident includes:
• How the incident was identified including the time, place and date.
• Impact or harm on the person with a disability.
• Note if the incident is reportable.
• Names/contact details of persons involved.
• Name of recording person.
• Initial response from the company.
• If criminal in nature, notification of police or child protection agencies.
• Details of the investigation and assessment including risk assessment for the worker and person with a disability.
• Details of consultation with the person affected.
• The collection of statistical information with a view to identifying and addressing systemic issues.
Follow up actions:
• Record whether the person with a disability has been informed with a report of the incident. Record any changes to services being provided. Review current policies and procedures and current training of personnel.
• Record how the person affected by the incident will be supported and involved in the management and resolution of the incident.
• Records to be retained for min 7 years, ensuring privacy and confidentiality of information at all times.
Assessment of the incident includes:
• Why the incident occurred and whether it could have been prevented.
• How well the incident was managed and resolved.
• Actions to be taken to prevent similar incidents from occurring.
• Whether other persons/bodies need to be notified Reportable Incidents.
• Staff members must notify key personnel listed in the Incident Management system of any reportable incident as defined in section 73Z(4) of the Act and section 16 of the NDIS (Incident Management and Reportable Incidents) Rules 2018.
• Key personnel are to report that incident to the NDIS Commission within 24hours using the approved forms on the NDIS Commission porta.
SALETECH PTY LTD COMPLAINTS MANAGEMENT POLICY DOCUMENT – 2023
The company complaints management system recognises:
The four A’s of successful resolution:
Acknowledgement | Answers | Action | Apology
A company complaints management system is maintained. The complaints policy and management system includes:
• That any person is able to make a complaint, inc anonymously
• There is an easy, accessible process and documentation on how to make a complaint (see process below)
• There is a dedicated complaints manager (see process below)
• Complaints are acknowledged, assessed and resolved in a fair, efficient and timely manner
• Appropriate action is taken in relation to issues raised in complaints
• That no person is adversely affected by making a complaint and assistance is provided to the person wishing to make a complaint
• Reasonable steps are taken to ensure that any person who makes a complaint, is advised how to make a complaint to the NDIS Commission and appropriate support and assistance is provided. The NDIS Commission expects that an assessment of risk by the provider will determine the appropriate, proportionate complaints process.
• The complaints system is reviewed at least annually, to identify and resolve any systemic issues.
• Records are maintained which respect the privacy and confidentiality of persons making complaints
COMPLAINTS PROCESS
Contact Saletech Pty Ltd as follows:
Phone: 1300 953935
Email: anthony@stepaheadpaediatrics.com.au
Complaints manager: Anthony Bas