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Barossa Enterprises is committed to providing safe, respectful, and high-quality services. We value feedback and see complaints as an opportunity to improve.
We support the rights of participants, families, carers, and stakeholders to raise concerns openly and without fear. We handle all complaints fairly, promptly, and in a way that respects dignity, privacy, and choice.
What is a Complaint?
A complaint is any expression of dissatisfaction about our services, supports, staff, or how we operate.
This may include concerns about:
The quality or safety of supports
Staff behaviour or conduct
Communication or decision-making
Access to services
Any situation where expectations have not been met
Who Can Make a Complaint
Anyone can make a complaint, including:
Participants
Family members, carers, or advocates
Staff or volunteers
Members of the public
Complaints can be made on your own behalf or on behalf of someone else, with their consent where required.
How to Make a Complaint
You can make a complaint in a way that suits you. This may include speaking to a staff member, contacting us directly, or submitting a complaint in writing.
We will support you to make a complaint, including providing communication assistance if needed.
You can remain anonymous if you choose, although this may limit how we investigate and respond.
Our Approach to Complaints
When you make a complaint, we will:
Listen respectfully and take your concern seriously
Acknowledge your complaint as soon as possible
Assess and respond in a timely and fair manner
Keep you informed throughout the process
Focus on resolving the issue and improving our services
We aim to resolve complaints quickly where possible, and more complex matters will be managed through a structured review process.
Privacy and Confidentiality
We will protect your privacy when you make a complaint. Information will only be shared with those who need it to assess and resolve the issue.
Your complaint will be handled in accordance with our Privacy Policy and relevant legislation.
No Disadvantage for Speaking Up
You will not be treated unfairly or disadvantaged for making a complaint.
We are committed to a safe environment where people feel comfortable raising concerns. Any form of retaliation is not acceptable and will be addressed.
Support During the Complaints Process
You have the right to:
Be supported by a family member, advocate, or representative
Use interpreters or communication supports if needed
Be treated with dignity and respect throughout the process
We will make reasonable adjustments to ensure the complaints process is accessible to you.
Outcomes and Continuous Improvement
We will use complaints and feedback to improve our services.
This may include:
Addressing individual concerns
Improving systems or processes
Providing additional training or support to staff
Where appropriate, we will let you know the outcome of your complaint.
If You Are Not Satisfied
If you are not satisfied with how your complaint has been handled, you can contact an external body.
NDIS Quality and Safeguards Commission Website: www.ndiscommission.gov.au
Office of the Australian Information Commissioner (OAIC) (for privacy-related concerns)Website: www.oaic.gov.auPhone: 1300 363 992
Responsibilities
All Barossa Enterprises staff and representatives are responsible for:
Responding to complaints respectfully and promptly
Following this policy and related procedures
Supporting a culture of openness and continuous improvement
Acting in line with the NDIS Code of Conduct
Policy Review
This policy is reviewed regularly to ensure it remains effective, accessible, and aligned with NDIS requirements and best practice.