Our Policies

Quality and Complaints Management

Sam-Rena's is devoted to helping participants, participants' representatives, and employees handle praises and concerns in a prompt and efficient manner through our Quality and Complaints Management Policy.

Our objective is to ensure participants, families, representatives, visitors, staff, and volunteers can confidently share opinions, compliments, or complaints regarding any part of our service, care delivery, or centre operations.

At a Glance

Managing Compliments and Complaints

Compliments help us identify strengths. Complaints are treated as opportunities to improve. We take all feedback seriously, seek to understand concerns, and address issues as early as possible.

We aim to provide a formal response as soon as practical. Some complex matters may require additional time. During investigation, we stay in contact and involve the participant and representative where suitable.

If a complainant is not satisfied, they can request an internal review. We can also support access to external dispute resolution pathways.

Our Approach

• At admission, participants, families, and representatives are informed about how to make compliments or complaints.
• Policies, procedures, and feedback forms are available and accessible at reception and public areas.
• Staff and volunteers can support participants and representatives to complete feedback forms.
• Verbal feedback is documented on the Comments, Suggestions and Complaints Form to support tracking and service improvement.
• Minor issues resolved at point of service are still documented for quality monitoring.

How to Lodge a Complaint

• In writing by letter or by completing a Comments, Suggestions and Complaints Form to management.
• By phone with the facility manager or administration officer.
• In person by speaking with the home supervisor or asking any staff member for support.

We strongly recommend providing complaints in writing to help ensure clear, accurate understanding of the issue.

Recording, Resolution and Review

• All complaints are acknowledged, recorded in the Comments, Suggestions and Complaints Register, and investigated where required.
• Complainants receive feedback on outcomes and resolution when the matter is closed.
• Where the complainant is not the participant, the care recipient is also informed where appropriate.
• If unresolved, complainants may request internal reconsideration and external complaint resolution.

Every grievance is an opportunity to improve the quality of our supports and services.

Privacy and Confidentiality

All complaint-related information is treated as private and confidential. Access to complaint documentation is restricted to staff directly involved in resolution and kept securely.

De-identified complaint and compliment trends may be shared with management to support ongoing service improvement.

External Complaints Support

If you are dissatisfied with our complaint handling, or your concern is serious, you may contact the NDIS Quality and Safeguards Commission:

• Phone: 1800 035 544 (free call from landlines)
• National Relay Service support is available through 1800 035 544.
• Translating and Interpreting Service: 131 450
• Website: ndiscommission.gov.au