How participant feedback enters our quality system and drives documented improvements.
Continuous improvement is not a slogan — it is a documented, auditable process. This policy describes how feedback from participants, families, and workers is collected, recorded, reviewed, and acted upon. Every piece of feedback generates a documented response. Nothing is discarded without a recorded reason.
We collect feedback from the following sources: the participant feedback form on our website, verbal feedback recorded by support workers during service delivery, feedback raised at participant support plan reviews, complaints and their outcomes, compliments received by any channel, worker suggestions submitted through our internal reporting system, and findings from internal audits and external certification audits.
All feedback — regardless of source or channel — is entered into our Continuous Improvement Register on the day it is received. Each entry records the date, the source, the category, a description of the feedback, and the name of the staff member who logged it. Feedback submitted anonymously is recorded without identifying information.
All feedback logged in the previous month is reviewed at our monthly quality meeting. The meeting is attended by the Practice Manager and relevant team leaders. For each item, the meeting determines one of three outcomes: a corrective action is created and assigned, no action is required and the reason is documented, or the item is flagged for further investigation before a decision is made. No feedback item can be closed without a documented outcome.
When a corrective action is created it is assigned to a named responsible person and given a due date. Progress is tracked in the Continuous Improvement Register. Once the action is completed, the outcome is documented and the item is closed. Overdue actions are escalated to the Practice Manager and reported at the following quality meeting.
Each quarter, all feedback and corrective actions from the previous three months are analysed to identify patterns and systemic issues. The analysis is reported to our leadership team and informs our risk register and annual quality plan. Patterns that indicate a systemic risk are escalated immediately rather than waiting for the quarterly review.
Participants are informed of improvements that have resulted from their feedback wherever contact details were provided and consent was given. We publish a summary of improvements driven by participant feedback in our annual quality report, available on our website.
Feedback that describes a serious incident, a breach of participant rights, or conduct that may constitute a reportable incident is immediately escalated to our complaints process and, where required, to the NDIS Commission. The feedback register and the complaints register are separate systems — a complaint does not replace feedback and feedback does not replace a complaint.
Legal basis: NDIS Practice Standards v4, Outcome 2.3 — Quality Management, QI 2.3.1–2.3.3. NDIS (Provider Registration and Practice Standards) Rules 2018, Schedule 1.