Complaints and Feedback Policy
Move Healthcare welcomes feedback and complaints as an important part of continuous improvement. We are committed to managing all feedback respectfully, fairly, and in line with our legal obligations.
Effective Date: August 2025
Review Date: August 2026
1. Purpose
This policy outlines how Move Healthcare receives, manages, and resolves feedback and complaints. It applies to all Move Healthcare employees and contractors and relates to client and stakeholder feedback only (excluding staff grievances).
Move Healthcare provides services under both the NDIS and the Aged Care sector and complies with relevant legislation and standards, including:
- NDIS Practice Standards
- NDIS (Complaints Management and Resolution) Rules 2018
- NDIS Code of Conduct
- Aged Care Act 1997 and Aged Care Quality Standards
- Privacy Act 1988 and Australian Privacy Principles
We actively encourage clients, families, carers, advocates, and stakeholders to provide feedback to support quality improvement and service excellence.
2. Principles of Managing Complaints
Move Healthcare manages complaints in accordance with the following principles:
- Visibility: This policy is available on our website and shared at intake.
- Accessibility: Complaints can be made verbally, in writing, anonymously, or through a representative.
- Escalation: Complaints may be escalated to external regulators where appropriate.
- Support: Clients may access advocacy services such as OPAN or disability advocacy organisations.
- Quality Improvement: Feedback is reviewed and used to improve services and compliance.
3. Complaints Procedure
All complaints are acknowledged promptly and handled respectfully, fairly, and confidentially.
Where relevant, complaints may be referred to:
- NDIS Quality and Safeguards Commission
- Aged Care Quality and Safety Commission
- Australian Health Practitioner Regulation Agency (AHPRA)
Clients will be informed of advocacy services available to support them through the process.
Receiving a Complaint
Complaints may be raised directly with a staff member and will be listened to without judgement. We will:
- Gather relevant information and understand desired outcomes
- Explain the process, timelines, and rights to escalation
- Ensure management is notified within 24 hours
- Advise the complainant who is managing the complaint
- Refer serious matters immediately to Directors and authorities where required
Investigation and Resolution
Complaints are assessed and prioritised according to urgency and seriousness. Where appropriate:
- Information is gathered from relevant parties
- Staff involved are given an opportunity to respond
- Conflicts of interest are actively managed
- Outcomes and reasons are communicated clearly
Where appropriate, explanations or apologies are provided in a timely and sincere manner.
Continuous Improvement
Complaints and feedback are reviewed at least bi-annually to identify trends and opportunities for improvement. Records are retained for a minimum of 7 years, in line with regulatory requirements.
4. Useful Links and Referral Organisations
- NDIS Quality and Safeguards Commission – www.ndiscommission.gov.au
- Aged Care Quality and Safety Commission – www.agedcarequality.gov.au
- Older Persons Advocacy Network (OPAN) – www.opan.org.au
- AHPRA – www.ahpra.gov.au
- Disability Advocacy Finder – disabilityadvocacyfinder.dss.gov.au
5. Our Details
Move Healthcare Pty Ltd
ABN: 14 641 405 19
Level 3, 1-9 Buckingham Street, Surry Hills, NSW 2010
Phone: 02 8328 1510
Email: hello@movehealthcare.com.au
Approved by: Julian Williamson
Position: Director
Date: 12th August 2025