Feedback & Complaints Procedure

1. Introduction

This document outlines the procedure for providing feedback and making complaints related the provision of services by One&All. Please refer to One&All’s Feedback & Complaints Policy, available at www.oneandallhub.org/feedback-complaints-policy, for more detailed information about One&All’s approach to managing and resolving feedback and complaints.

For the purpose of this document:

One&All means Jewish House (ACN 140 232 873) trading as ‘One&All’.

One&All Hub means the centre located at 5-11 Mentmore Avenue, Rosebery.

One&All Staff means any employee, contractor or volunteer engaged by One&All to provide services at the One&All Hub.

Participant means an NDIS participant who participates in programs of support at the One&All Hub.

2. Procedure

Who can provide feedback or make a complaint

Feedback can be provided or a complaint can be made:

  • by a Participant,

  • on behalf of a Participant by their family members, carers or One&All Staff (current and former),

  • by One&All Staff (current and former),

  • by advocates, community members, health and medical professionals and any other external person or organisations.

Methods for providing feedback or making a complaint

A person wishing to provide feedback or make a complaint may do so:

When submitting the online form a person will have the option to remain anonymous. If a person chooses to remain anonymous One&All may be limited in its ability to investigate the complaint, to take appropriate action to resolve the complaint, and to discuss the results of any investigation with that person.

Time frames for feedback and complaint response & resolution

One&All will ensure that:

  • if the person providing feedback or making a complaint has chosen not to remain anonymous, the feedback or complaint is acknowledged within one business day,

  • all complaints are investigated and resolved within 30 days. This may not be achievable where there is an external third party involved, and

  • unless they have chosen to remain anonymous, the person making a complaint is informed of progress on a regular basis and provided with a response and outcome within the time frame specified above.

Effective: 30 April 2024