Your Feedback

Feedback from our clients/participants, staff or anyone is welcome, will be acknowledged, respected and well-managed.

In line with the focus on participant rights and person-centred services, NEST Psychology & Support Services informs and encourages participants to provide feedback or make a complaint.

All feedback, both positive and negative, is used by NEST Psychology & Support Services to evaluate services and to make changes to ensure everyone is safe and satisfied.

NEST Psychology & Support Services is committed to implementing a feedback and complaints management process to ensure that all participants have knowledge of and access to our complaints management and resolution system.

Complaints will be managed as per the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and the Effective Complaint Handling Guidelines for NDIS Providers.

Our guiding principles

At NEST Psychology & Support Services, we aim to have an effective complaints management and resolution system. Our approach covers the following values and principles:

Rights: Clients/participants have a fundamental right to speak up about the supports they receive.
Respect: Clients/participants are treated with respect and dignity throughout the process. This includes respecting their privacy and maintaining the confidentiality of their information.

Fairness: Clients/participants are treated fairly, and their concerns are dealt with in an unbiased and objective manner.

Accessibility: Information should be provided in ways that enable people who use the service to know how to make a complaint.

Clearness, simpleness, and consistency: The process for receiving and responding to complaints is easy to understand, accessible and consistently applied.

Person-centred: Management of a complaint is respectful of and responsive to a person with disability’s preferences, needs and values.

Responsiveness: There is a clear process for ensuring that complaints are handled in a timely way and that people are kept informed of the progress of their complaints.

Natural Justice: People involved in a complaint need to be given a fair opportunity to respond to issues raised and present their views.

Accountability: NEST Psychology & Support Services is responsible for appropriately managing complaints. Everyone involved in the management of a complaint understands their role and responsibilities and will be accountable for decisions or actions taken regarding a complaint. The process for resolving complaints is clearly outlined so people know what to expect.

Outcome-focused: Management of a complaint should reveal the factors that contributed to the complaint being made and seek to prevent matters giving rise to complaints from reoccurring, where appropriate.

Proportionate: The nature of any actions following a complaint will be proportional to the issues raised and any risk of harm to people with disability.

Excellence: The complaints management and resolution system is part of a quality culture that sees the complaint as an opportunity for improvement. The complaints process facilitates the ongoing identification of issues and implementation of changes to improve the quality and safety of supports and services.