Complaints Management and Resolution Policy

Kosover Group Pty Ltd Trading as PotentialMe is a professional business whose Principal and contractors are all registered with Australian Health Practitioner Regulation Agency and are bound by the Occupational Therapy Board of Australia’s code of conduct for Registered Health Practitioners and abide by relevant government legislation and case law.

Our Principal Occupational Therapist and contractors are therefore bound by professional, technical and ethical standards required of practicing as Registered Occupational Therapists. These standards ensure that all work is of a high level of professionalism and provide a high quality of service.
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PotentialMe will implement a Complaints Management and Resolution System (this policy document) to maintain a system to manage and resolve complaints about the supports and services we provide.

This complaints management and resolution system is designed to make sure that people can easily make a complaint and that all complaints are dealt with fairly and quickly.

PotentialMe is to keep all records about complaints that we receive and make available information about how to make a complaint to our organization and to the Commissioner.

A Complaints Management Register is also to be kept and will form the basis for a Continuous Improvement Plan to ensure continuous improvement and quality assurance.

Please see page 3 for further information about this Complaints management and resolution system including Policy Overview and System Requirements.



Complaints Management and Resolution System – Policy Overview

This complaints management and resolution system enables any person to make a complaint (including an anonymous complaint) to any representative of PotentialMe about any support or service we have provided.

This complaints management and resolution system provides for an easy and accessible process for making and resolving complaints.

This complaints management and resolution system ensures appropriate support and assistance is provided to any person who wishes to make, or has made, a complaint.

The process provided for in this complaints management and resolution system may vary, depending on the nature of the complaint.

This complaints management and resolution system provides for the periodic review of the system to ensure its effectiveness.

This complaints management and resolution system requires that people are afforded procedural fairness when a complaint is dealt with by any representative of PotentialMe.

Please see over page for a list of PotentialMe Complaints Management and Resolution System requirements.

PotentialMe Complaints Management and Resolution System requires that:

• complaints are acknowledged, assessed and resolved in a fair, efficient and timely manner; and
• appropriate action is taken in relation to issues raised in complaints; and
• we take reasonable steps to ensure that any person who makes a complaint to our Organization, and each person with disability affected by an issue raised in such a complaint, is advised how that complaint or issue may be raised with the Commissioner; and
• we provide appropriate support and assistance in contacting the Commissioner in relation to a complaint for any person who makes a complaint and each person with disability affected by an issue raised in a complaint.
• reasonable steps are taken to ensure that a person who makes a complaint, or a person with disability affected by an issue raised in a complaint, is not adversely affected as a result of the making of the complaint; and
• reasonable steps are taken to ensure that information provided in a complaint is kept confidential and only disclosed if required by law or if the disclosure is otherwise appropriate in the circumstances.
• persons making a complaint are appropriately involved in the resolution of the complaint; and
• persons making a complaint are kept informed of the progress of the complaint, including any action taken, the reasons for any decisions made and options for review of decisions in relation to the complaint
• a person with disability affected by an issue raised in a complaint is kept appropriately informed of the progress of the complaint, including any action taken, the reasons for any decisions made and options for review of decisions; and
• a person with disability affected by an issue raised in a complaint is kept appropriately involved in the resolution of the complaint.

PotentialMe Complaints Management and Resolution System requires that a complaint is to be referred or notified to any other bodies in accordance with any requirements under relevant Commonwealth, State or Territory laws.



Objective of this Policy

• All clients and representatives of PotentialMe are aware of our complaint lodgement and handling processes,
• All clients and representatives of PotentialMe understand our complaints handling process,
• All complaints are investigated impartially with a balanced view of all information or evidence,
• That reasonable steps are taken to actively protect your personal information,
• All complaints are considered on its merits taking into account individual circumstances and needs.



Documentation & Accessibility

It is part of this Policy that we provide a copy of our Complaints Management and Resolution Policy (this Policy) and information (which is included in this Policy) about

• how a complaint about us can be made to the us;
• how a complaint about us can be made to the Commissioner;

in a form that is accessible to the following persons:

• persons with disability receiving supports or services from us, and their families, carers and advocates;
• each person employed or otherwise engaged by us



Definition of Complaint

A complaint means an expression of dissatisfaction by a client relating to services provided by any representatives of PotentialMe.

A Complainant is defined by someone making a complaint.



How a complaint about us can be made to us

The information to be gathered during a Complaint

The information gathered during a complaint is crucial to the investigation and subsequent resolvent of the Complaint.

When we are investigating a complaint, we will be relying on information provided by the complainant and information we may already be holding.We may need to contact the complainant to clarify details or request additional information where necessary.

The following information should be gathered during a complaint:

• Complainant name and contact details
• The name of the PotentialMe representative involved
• The nature of the complaint
• Details of any steps already taken to resolve the complaint
• Details of correspondence with any PotentialMe representative relevant to the complaint
• Copies of any documentation that supports the complaint.

It is PotentialMe policy that any information or records pertaining the Complaint must be kept for a minimum of 7 years from the day the record is made.



Recording complaints

When a complaint is lodged to our office, it is policy to record the name and contact details of the PotentialMe representative taking the complaint.

All details of the complaint are to be recorded including the facts and the cause(s) of the complaint, the outcome and any actions taken following the investigation of the complaint. It is also PotentialMe policy to record all dates and times relating to actions taken to resolve the complaint as well as records of all internal and external correspondence.

As part of the PotentialMe Continuous Improvement Plan, all complaints will be recorded in a Complaints Management Register and reviewed to identify any concerning trends.

At PotentialMe, maintaining excellent privacy standards is at the forefront of all action. Once a complaint is lodged, we will record any personal information solely for the purposes of addressing the complaint. Any personal details will actively be protected from disclosure, unless expressed consent is given to its disclosure.

As previously stated - once the Complaint is resolved, it is PotentialMe policy that any action taken to resolve the complaint and the outcome of any action taken also be recorded – this will be recorded in the Complaints Management Register

It is PotentialMe policy that any information or records pertaining the Complaint must be kept for a minimum of 7 years from the day the record is made.



Our Complaint Process

1. Acknowledgement of the Complaint

It is PotentialMe policy to acknowledge receipt any complaint within 2 business days of receiving the complaint.

2. Review of the Complaint

An initial review of the complaint is undertaken to determine whether any additional information or documentation may be required to complete an investigation. We may need to contact the Complainant to clarify details or request additional information where necessary.

3. Investigation

It is PotentialMe policy to investigate any complaint received within 5 business days of receiving the complaint and to investigate the complaint impartially and objectively, by considering all information provided, any actions taken and any other information which may be available, that could assist in investigating the complaint.

4. Response following the Investigation

Upon completion of the investigation, we are to notify the Complainant of our findings and any actions taken in regard to the complaint.

5. Action taken

Where applicable, we are to implement a new or to amend any failed business practice or policy.

6. Recording all the details of the Complaint

As part of the PotentialMe Continuous Improvement Plan, all complaints will be recorded in a Complaints Management Register and reviewed to identify any concerning trends.

Any personal information will be recorded in accordance with the adherence to privacy legislation.



Roles, Responsibilities, Compliance & Training

Below are the set-out roles and responsibilities that accompany our Complaint Process:

1. Acknowledgement of the Complaint/ gathering initial Complaint information such as Complainant name, contact details, the name of the PotentialMe representative involved, the nature of the complaint and details of any steps already taken to resolve the complaint

Role & Responsibility: The First Respondent (any PotentialMe representative) who is at hand when the Complaint is first received

2. Review of the Complaint

Role & Responsibility: PotentialMe Directors, Sarah Kosover or Igor (Gary) Kosover

3. Investigation

Role & Responsibility: PotentialMe Directors, Sarah Kosover or Igor (Gary) Kosover

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4. Response following the Investigation & notifying the Complainant of our findings and any actions taken in regard to the complaint

Role & Responsibility: PotentialMe Directors, Sarah Kosover or Igor (Gary) Kosover

5. Recording all the details of the Complaint

Role & Responsibility: PotentialMe Directors, Sarah Kosover or Igor (Gary) Kosover

All PotentialMe Representatives or persons otherwise engaged by PotentialMe must comply with this system.

This Policy requires PotentialMe Directors to provide training to any persons employed or otherwise engaged by PotentialMe as to the compliance of this system. Such training is to be provided during the onboarding process of any PotentialMe Representatives or persons otherwise engaged by PotentialMe.



Complaint can be made to the Commissioner

A person can make a complaint to the Commissioner about any issue connected with supports or services provided by PotentialMe.

Complaints can be made orally, in writing or by any other appropriate means, and can be made anonymously. A complaint can be withdrawn at any time.

If a person makes a complaint, the Commissioner must decide what to do.

The Commissioner may decide to:

(a) take no action, or defer taking action, in some cases (for example, if the complaint was not made in good faith or there is not enough information to continue); or

(b) help the complainant and other affected people to work with PotentialMe to resolve the complaint; or

(c) undertake a resolution process.

In some cases, the Commissioner must give written notice of the decision and the Commissioner can be asked to reconsider the decision.

If the Commissioner decides to undertake a resolution process, the Commissioner can take certain action such as requiring PotentialMe to attempt to resolve the complaint or request the affected people to take part in a conciliation process.

Information about the outcome of the resolution process must generally be provided to the people involved in the complaint.

The Commissioner has the power to authorise inquiries into issues connected with complaints, or into a series of complaints, about supports or services provided by PotentialMe. An inquiry can be carried out even if a complaint has not been made to the Commissioner.

The Commissioner can publish a report setting out his or her findings in relation to an inquiry

For further information about how to make a complaint to the Commissioner – please see:

https://www.ndiscommission.gov.au/about/complaints