We will give you the time to explain what the problem is and listen to your suggestions about how we can address your concerns. Sometimes it might take longer than one discussion to resolve an issue.

We will help you fill out a Complaint Form so that you can make sure we understand your concerns.

With your written complaint to guide us, we can work with you to navigate all the issues, investigate your concerns completely and work out a fair and reasonable solution to the problem.

• After completing the written complaint, the process will involve:
• Giving you a letter confirming that we received your written complaint.
• Keeping you informed of the progress we make to resolve your complaint including, any action taken, the reasons for any decisions made and the options available to you if you wish to review any of the decisions.
• Keeping you involved in the resolution of the complaint.
• Letting you know in writing of the result of this process, making sure to explain any decisions made about your complaint.

If we are not able to resolve your complaint within 28 working days, we will let you know how long we believe the process will take and continue to keep you informed as we work to resolve your complaint.

If the child, young person or their family is not happy with the outcome from the complaints process they can contact:

• Health and Community Services Complaints Commissioner 8226 8666 or Australian Health Practitioners Regulation Agency 1300 419 495
• Australian Human Rights Commission Online: www.humanrights.gov.au Tel: 1300 656 419
• South Australian Equal Opportunities Commission (for complaints relating to discrimination) Online: www.eoc.sa.gov.au Tel: 08 8207 1977

NDIS Participants:

If you feel that your complaint has not been resolved in a way that you had expected, then you can make a complaint to the NDIS Commission.

Any NDIS participant can make a complaint to the NDIS Commission about any issue connected with the support or services provided by Sensational Kids SA or any NDIS Service Provider. The NDIS Commission is independent and is there only to protect the interests of people who use the support and services of any NDIS Service Provider.

Complaints can be made verbally, in writing or by any other appropriate means, and can be made anonymously. A complaint can also be withdrawn at any time.

If a person makes a complaint, the NDIS Commission will decide upon the appropriate action to take. The NDIS Commission may decide to:

• Take no action, or defer taking action in some cases (for example, if the complaint was not made in good faith or there is not enough information to continue); or
• Help the complainant and other affected people to work with the NDIS provider to resolve the complaint; or
• Undertake a resolution process.

An advocate is a person who will listen to you and help you make decisions about the support and services you receive. An advocate is there to give you a voice when you are not sure that yours can be heard.

An advocate will speak up on your behalf when choices are being discussed and make sure that organisations providing you support understand your needs and respect your rights. An advocate will speak out for you if your needs are not being met.

We will:

• With your permission, provide your advocate with all the information they need to ensure that we and any other service providers are acting in your best interest.
• Work closely with your advocate and involve that person in the planning of services that will be provided for you.
• Ensure team members understand the role of an advocate and will also promote the use of advocates as a support person for people who receive services from us.

We will make sure your Advocate is invited to:

• Consultation meetings
• Person-centred planning meetings
• Reviews
• Other relevant meetings or conferences