We work very hard to provide quality service to our families and want to keep improving.

Complaints and suggestions can be made by:

Complaints can be made by:
● staff
● participants
● other therapists
● public
● advocates
● family members
● carers
● anonymous person/s.

Complaints and feedback are recorded in the LAEI Complaints Register, which allows for input into our continuous improvement processes. The Quality Management Tool-Continuous Improvement document will be used to record improvements that are established after the finalisation of the complaint management process.

If a complaint is about:
● Support or services: The complaint will be dealt with by the Clinical Director or Clinical Supervisor.
● Staff member/s: The complaint will be dealt with by the Clinical Director or Clinical Supervisor.
● Clinical Supervisor: The complaint will be dealt with by the Clinical Director.
● Clinical Director: An external person or body may be approached, e.g. NDIS Quality and Safeguards Commission.

All staff, participants, family and advocates, visiting health professionals and visitors are informed of our complaints process via:
● participant welcome information
● initial access to supports
● staff orientation, induction and training
● meetings, reviews and assessments
● service agreements/ participant information pack

Unresolved complaints will be referred to the Clinical Director or Clinical Supervisor for investigation and resolution. Should the complaint not be resolved to the complainant’s satisfaction, the complaint will be escalated to a person nominated by the complainant (with the complainant’s permission).

When complaints cannot be resolved internally, the complainant may be referred to the:
NDIS Quality and Safeguards Commission
Phone: 1800 035 544 (free call from landlines) or TTY 133 677
National Relay Service and ask for 1800 035 544.
Interpreters can be arranged.

An NDIS Complaint Contact Form can be completed online at business.gov.au

This information sheet is for participants who would like to make a direct complaint about Leaps Ahead Early Intervention services directly to the NDIS Commission.

The NDIS Commission can receive complaints about issues such as:
- whether services or supports have been provided in a safe and respectful way
- whether services and supports have been delivered to an appropriate standard
- how Leaps Ahead Early Intervention has managed a complaint about NDIS funded services or supports provided to an NDIS participant, and
- how Leaps Ahead Early Intervention has responded to an advocate or carer of an NDIS participant.

Who can make a complaint?
Anyone can make a complaint to the NDIS Commission about supports and services provided by Leaps Ahead Early Intervention. This includes people with disability, their families, friends, carers, advocates or guardians, workers or volunteers of an NDIS provider or any other person who wishes to make a complaint.

A complaint can be made directly to the NDIS Commission by:
- Phoning 1800 035 544 (free call from landlines) or TTY 133 677 (interpreters can be arranged)
- Using the National Relay Service and asking for 1800 035 544
- Completing a complaint contact form to let the NDIS Commission know how best to contact you.

Adapted from the NDIS Quality Safeguards Commission Complaints Management and Resolution Guidance 2019.

Updated October 2022