complaints INFORMATION AND GUIDELINES
Yarra Ranges SDS is committed to good communication and treating everyone with dignity and respect.
Yarra Ranges Special Developmental School has developed this information to improve communication for us all when addressing concerns or making a complaint that is related to the school’s out-of-school-hours programs.
Do you have any questions about the programs or something you would like to discuss?
We are happy to talk to you.
Your views and suggestions are important to us.
Remember, programs work best when there is a partnership between you and program organisers.
You may be supported at any meeting by a friend, colleague or a representative from an advocacy or support organisation. The following local organisation offers information or assistance: Youth Disability Advocacy Service (YDAS) – a service of the Youth Affairs Council of Victoria (YACVic) and is funded by the State Government on 1300 727 176. Assistance can also be sought via the Office of the Public Advocate’s advice service on 1300 309 337.
Parents, caregivers, participants and staff members have a number of rights including the right to obtain copies of policies and procedures.
Our complaints resolution policy can be found below.
RAISING AN ISSUE OR COMPLAINT
There will be no retribution to a person who makes a complaint – we welcome all feedback.
Parents, caregivers, participants and staff members are strongly encouraged to contact the Program Manager in the first instance on all matters involving the program.
Identify your topic or issue.
Making notes is a good idea as it ensures that you cover all points. Think about the resolution you would like to see as an outcome.
Contact the school and speak to the Program Manager.
They will discuss an appropriate way forward with you. This may include organising a meeting for a mutually convenient time.
Meet with the Program Manager
Contact the School Principal / Approved Program Officer (APO) if the matter is unresolved.
If the matter is unresolved at the school level:
Parents, carers and participants can address complaints to the NDIS Quality and Safeguards Commission on 1800 035 544 or visit their website www.ndiscommission.gov.au or contact the Disability Services Commissioner on 1800 677 342 or visit their website www.odsc.vic.gov.au for more information.
Staff members can address complaints to Victorian Public Sector Commission, the Merit Protection Boards, the Victorian Institute of Teaching, the Ombudsman’s Office, the Victorian Equal Opportunity and Human Rights Commission or the Human Rights Commission.
The nature of the complaint will determine which organisation may be appropriate.
COMPLAINTS AND THE NDIS COMMISION
People with disability have the right to complain about the services they receive.
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.
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.
The NDIS Commission can take complaints from anyone about:
NDIS services or supports that were not provided in a safe and respectful way
NDIS services and supports that were not delivered to an appropriate standard
how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant
As well as dealing with complaints, the NDIS Commission works to educate providers about delivering quality and safe supports, and effectively responding to complaints. If a complaint raises a serious compliance issue, the NDIS Commission has powers to take action