Complaint and Feedback Policy

Purpose

At Thrive in Thought Counselling, we value feedback from our stakeholders and are committed to addressing concerns, complaints, and suggestions in a timely, fair, and transparent manner. Our Complaint and Feedback Policy outlines the process for submitting complaints, providing feedback, and resolving issues effectively to enhance customer satisfaction and improve our services.

Scope

This policy applies to all stakeholders, including but not limited to customers, employees, suppliers, contractors, partners, and members of the public, who wish to submit a complaint or provide feedback regarding Thrive in Thought Counselling, its products, services, employees, or operations.

Definitions

Complaint: A complaint is defined as an expression of dissatisfaction or concern raised by a stakeholder regarding any aspect of Thrive in Thought Counselling's products, services, conduct, or performance.

Feedback: Feedback refers to any comments, suggestions, or observations provided by stakeholders to Thrive in Thought Counselling for the purpose of improving products, services, processes, or operations.

Policy Statement

Submission of Complaints and Feedback

Channels

Stakeholders may submit complaints or feedback through various channels, including but not limited to:

   - Email

   - Written correspondence

   - In-person contact with a Thrive in Thought Counselling representative

Anonymity

Stakeholders have the option to submit complaints or feedback anonymously if they prefer not to disclose their identity. However, providing contact information may facilitate communication and resolution of the issue.

Timeliness

Complaints and feedback should be submitted as soon as possible to ensure timely resolution and prevent escalation of the issue.

Handling and Resolution of Complaints

Acknowledgment

Upon receipt of a complaint, Thrive in Thought Counselling will acknowledge the complaint promptly and provide an estimated timeframe for resolution.

Investigation

The complaint will be thoroughly investigated by designated personnel to gather relevant information, assess the merits of the complaint, and identify appropriate actions for resolution.

Communication

Thrive in Thought Counselling will maintain open and transparent communication with the complainant throughout the investigation process, providing updates on the status of the complaint and any actions taken.

Resolution

Every effort will be made to resolve complaints in a fair, objective, and equitable manner, taking into account the interests and concerns of all parties involved.

Feedback to Complainant

Once the complaint has been resolved, Thrive in Thought Counselling will provide feedback to the complainant, explaining the outcome of the investigation, any actions taken, and any measures implemented to prevent recurrence of similar issues.

Handling and Evaluation of Feedback

Acknowledgment

Feedback received by Thrive in Thought Counselling will be acknowledged promptly to confirm receipt and express appreciation for the input provided.

Evaluation

Feedback will be carefully reviewed and evaluated to identify opportunities for improvement, innovation, or corrective action within the organisation.

Response

Where appropriate, Thrive in Thought Counselling may respond to feedback with explanations, clarifications, or updates on actions taken in response to the feedback provided.

Follow-Up

Feedback that requires further consideration or action will be followed up accordingly, and stakeholders may be engaged in further discussions or consultations as needed.

Confidentiality and Privacy

Confidentiality

Thrive in Thought Counselling will treat all complaints and feedback received with confidentiality and will only disclose information to individuals directly involved in the investigation and resolution process.

Privacy

Personal information collected in the course of handling complaints and feedback will be managed in accordance with applicable privacy laws and regulations, and will only be used for the purpose of addressing the complaint or providing feedback.

Continuous Improvement

Monitoring and Analysis

Thrive in Thought Counselling will monitor trends, patterns, and themes emerging from complaints and feedback received to identify systemic issues, recurring problems, or areas for improvement.

Roles and Responsibility

Owner/Operator:

• Oversee the implementation and effectiveness of the Complaint and Feedback Policy.

• Ensure complaints and feedback are handled in accordance with organisational procedures and relevant laws.

• Provide guidance, training, and support to employees and contractors to manage complaints effectively.

• Review and approve actions or changes recommended based on feedback and complaints.

• Liaise with stakeholders, including regulatory bodies if required, to resolve escalated or complex complaints.

Employees and Contractors:

• Familiarise themselves with the Complaint and Feedback Policy and comply with its procedures.

• Accept and document complaints or feedback provided by stakeholders through any channel.

• Maintain a professional, empathetic, and impartial approach when addressing complaints or collecting feedback.

• Provide timely updates to the designated investigator or manager on complaints or feedback received.

• Implement actions or changes as directed by management to resolve complaints or improve services.

• Ensure confidentiality and privacy are maintained throughout the complaint or feedback handling process.

Compliance and Review

This policy will be reviewed annually to maintain its relevance and effectiveness. Updates will be shared with all stakeholders, and training will be provided as necessary. Non-compliance may result in corrective actions, up to and including termination of contracts or employment.

Privacy and Confidentiality Policy 

Purpose 

Thrive in Thought Counselling is committed to maintaining the privacy and confidentiality of all participants, employees, and stakeholders. This policy outlines our approach to handling personal and sensitive information in compliance with NDIS Practice Standards, the Privacy Act 1988 (Cth), and other applicable laws. It ensures that all information is collected, stored, and shared in a manner that upholds participant dignity, autonomy, and legal rights. 

Definition 

Privacy and confidentiality refer to the protection of personal, sensitive, and health-related information shared with Thrive in Thought Counselling. It ensures that data is collected, used, stored, and disclosed securely and appropriately, preventing unauthorised access or misuse. 

Personal Information includes names, addresses, contact details, NDIS numbers, and identifying details of participants and stakeholders. 

Sensitive Information includes health records, medical diagnoses, support plans, financial information, and cultural or religious details that require a higher level of protection. 

Confidentiality means that all information disclosed to Thrive in Thought Counselling is kept private unless explicit consent is given or disclosure is required by law. 

Policy Statement 

Collection and Use of Personal Information 

Thrive in Thought Counselling collects personal and sensitive information only when necessary to provide high-quality services. This includes information gathered during intake, assessments, service delivery, and correspondence with participants, representatives, and external service providers. Information is used solely for providing supports, managing services, ensuring safety, and meeting regulatory compliance. 

Informed Consent for Information Sharing 

Personal information will not be shared with third parties unless the participant (or their legal representative) provides explicit, informed consent. Participants can specify which organisations or individuals they allow Thrive in Thought Counselling to share information with, such as schools, medical professionals, therapists, support coordinators, and family members. Consent can be withdrawn at any time in writing. 

Limits to Confidentiality 

In some situations, information may be disclosed without consent, including: 

• If required by law or court order. 

• If there is a serious risk to health or safety of the participant or others. 

• If reporting is required under mandatory reporting laws, including child protection concerns. 

Storage and Security of Information 

All personal and sensitive information is stored securely in password-protected electronic systems (e.g., OneDrive, Splose) and restricted-access physical records. Information is only accessible to authorised personnel on a need-to-know basis. Staff and contractors must follow data protection procedures to ensure compliance with Australian privacy laws. 

Access to Information 

Participants (or their authorised representatives) have the right to: 

• Request access to their personal records. 

• Request corrections if information is inaccurate or incomplete. 

• Withdraw consent for information sharing at any time. 

Requests for access or corrections should be submitted in writing and will be processed within a reasonable timeframe in compliance with privacy laws. 

Privacy Breaches and Complaints 

Any breaches of confidentiality or unauthorised disclosure of personal information must be reported immediately to the Owner/Operator. Thrive in Thought Counselling will investigate breaches and take corrective action, which may include additional staff training, security enhancements, or disciplinary measures. 

Participants who believe their privacy rights have been violated may: 

• Submit a formal complaint to Thrive in Thought Counselling. 

• Escalate concerns to the Office of the Australian Information Commissioner (OAIC) if unresolved. 

Employees and Contractors 

• Follow all privacy and confidentiality guidelines. 

• Ensure information is collected, stored, and shared appropriately. 

• Obtain participant consent before sharing information. 

• Report any privacy concerns or breaches to management. 

Compliance and Review 

This policy will be reviewed annually to ensure compliance with privacy laws, NDIS requirements, and best practices. Employees and contractors will be notified of any updates and required to acknowledge and comply with revised privacy procedures. 

 This policy ensures that Thrive in Thought Counselling upholds privacy and confidentiality standards, protects participant rights, and complies with NDIS and legal obligations. Any refinements or updates will be incorporated as needed. 

Supported Decision-Making Policy

Purpose

Thrive in Thought Counselling is committed to upholding the rights of individuals to make their own decisions, regardless of disability, capacity, or support needs. This policy outlines our approach to active and supported decision-making (SDM) in alignment with NDIS practice standards, ensuring that participants are empowered to exercise choice and control while maintaining records of informed consent, particularly in areas such as healthcare, relationships, and sexual expression.

Definition

Supported decision-making refers to a practice where individuals receive assistance to make and communicate their own choices. It respects the legal and human rights of people with disabilities, ensuring they are supported rather than having decisions made for them. SDM includes identifying when support is needed, providing appropriate resources, and recognising when an alternative decision-maker is legally required.

Active decision-making occurs when participants can make their own choices independently. In contrast, supported decision-making ensures they receive the necessary assistance to understand and evaluate options while maintaining autonomy.

Consent is a voluntary, informed agreement to a particular decision. Participants must be provided with accessible information, free from coercion, and their preferences must be documented to ensure transparency and compliance with legal and ethical requirements.

Policy Statement

Participant Rights and Decision-Making Support

Thrive in Thought Counselling upholds the right of all participants to make their own decisions. This includes choices regarding services, healthcare, finances, relationships, and daily activities. Staff must provide necessary support to ensure decisions are informed, but participants must not be pressured or influenced unduly.

Types of Decision-Making Support

• Information provision: Participants must have clear, accessible information to make informed decisions.

• Assistance with weighing options: Helping participants understand risks and benefits.

• Communication support: Providing or arranging for communication aids or advocates.

• Practical demonstrations: Allowing participants to trial decisions where feasible.

• Ongoing skill development: Encouraging decision-making experiences in daily life.

Consent in Decision-Making

• Consent must be informed, voluntary, and documented for decisions related to personal care, health, relationships, and service provision.

• Participants must have access to clear, accessible information before making a decision.

• Staff must not assume consent and must always verify that the participant fully understands their decision.

• If a participant cannot provide informed consent, support networks and legal frameworks (e.g., guardianship) must be consulted.

Consent for Intimacy and Sexual Expression

• Thrive in Thought Counselling recognises that each participant has the right to intimacy and sexual expression in line with their human rights and dignity.

• Participants must be supported to make decisions about relationships and personal expression without coercion or undue influence.

• Staff must receive training on facilitating conversations about intimacy, relationships, and consent while respecting participant boundaries.

• When a participant expresses a wish to engage in relationships or sexual activity, they must be provided with accessible information about rights, safety, and consent.

• In situations where a participant requires support to understand sexual health, relationships, or safety, referrals to appropriate professionals may be required.

Roles and Responsibilities

Owner/Operator

The Owner/Operator is responsible for ensuring the implementation of this policy, including providing training and resources to staff, ensuring compliance with NDIS requirements, and maintaining oversight of decision-making processes. They must also ensure that participant rights are protected and that documentation of consent is maintained appropriately.

Employees and Contractors

All employees and contractors are responsible for supporting participants in their decision-making while ensuring compliance with legal and ethical requirements. They must provide clear information, facilitate discussions about rights and responsibilities, and document consent appropriately. Employees and contractors must also complete required training on supported decision-making and participant rights.

Compliance and Review

This policy will be reviewed annually to ensure continued compliance with NDIS practice standards and any legal or regulatory changes. Training materials and resources will be updated as needed to reflect any changes in policy or best practices. Staff will be notified of updates and required to acknowledge any significant changes. Failure to comply with this policy may result in corrective action, including additional training, disciplinary measures, or termination of employment or contract agreements.

Participant Rights & Responsibilities

Purpose

Thrive in Thought Counselling is committed to ensuring that all participants receive services in an environment that upholds their rights, dignity, and independence. This document outlines participant rights and responsibilities to promote mutual respect and a positive experience within our services.

Your Rights

As a participant in Thrive in Thought Counselling’s services, you have the right to:

Dignity, Respect, and Choice

• Be treated with dignity, fairness, and respect at all times.

• Make your own choices about the supports and services you receive.

• Have your cultural identity, beliefs, and preferences respected and valued.

Safety and Privacy

• Receive services in a safe and supportive environment.

• Have your personal and private information protected.

• Decide who can access or share your personal information.

Participation and Decision-Making

• Be actively involved in decisions about your supports.

• Receive supported decision-making assistance if needed.

• Access advocacy and independent support to help you make informed decisions.

Access to Quality Services

• Receive high-quality, professional services that meet your needs.

• Have a say in how services are delivered and request changes when needed.

• Be provided with clear information about service costs, agreements, and supports.

Providing Feedback or Making Complaints

• Have the right to speak up if you are unhappy with the services provided.

• Make a complaint without fear of punishment or negative consequences.

• Expect that complaints will be handled fairly and in a timely manner.

Your Responsibilities

As a participant, you also have responsibilities to help us provide the best possible service:

Respect for Others

• Treat staff, other participants, and service providers with courtesy and respect.

• Respect the privacy and confidentiality of others.

Safe and Honest Communication

• Provide accurate and updated information about your needs and preferences.

• Inform staff of any changes in your situation that may affect your services.

• Communicate openly and work with staff to resolve any concerns.

Compliance with Service Agreements

• Follow the agreed terms of your service plan and appointment schedules.

• Provide adequate notice if you need to cancel or change an appointment.

• Use services in a safe and responsible manner.

Maintaining a Safe Environment

• Ensure that home visits occur in a safe environment.

• Inform staff of any risks or concerns related to your home or community setting.

• Avoid any aggressive, abusive, or violent behaviour toward staff or others.

Easy Read Guide: Your Rights and Privacy

Privacy and Confidentiality

What you need to know:

• Thrive in Thought Counselling collects and stores your personal information.

• We keep your information safe and private.

• We only share your information if you say it is okay or if the law says we must.

What you agree to:

 I understand that my personal information is collected and stored securely.
 I agree that my information will only be shared if I say yes or if the law says it must be shared.

Your Rights and Responsibilities

What you need to know:

• You have the right to be treated with dignity and respect.

• You have the right to make your own choices.

• You must treat staff and others with respect.

What you agree to:

I understand my rights, including being treated with respect.
I understand that I must also treat staff and others with respect.

Feedback and Complaints

What you need to know:

• You can give feedback (say what you think) about our services.

• You can make a complaint if something is wrong.

• We will listen to you and help fix the problem.

What you agree to:

I understand that I can give feedback or make a complaint.
I know how to make a complaint and that I will not get in trouble for speaking up.

Supported Decision-Making

What you need to know:

• You have the right to make your own decisions.

• If you need help to make a decision, you can ask for support.

• Thrive in Thought Counselling will help you understand your options.

What you agree to:

I understand that I can make my own decisions.
I know that I can get help to understand my options and make choices.

This document helps you understand your rights in simple language. If you have questions, please ask a staff member.

Business Continuity Plan

At Thrive in Thought Counselling, we are committed to ensuring your supports continue safely and consistently, even during unexpected disruptions.

Our services—including Positive Behaviour Support, Occupational Therapy, Physiotherapy, Early Intervention, and Counselling—are essential to participant wellbeing, and we take proactive steps to minimise interruptions.

How we maintain continuity:

• Up-to-date client records and emergency contacts

• Secure cloud-based systems and data backup

• Telehealth and remote support options

• Clear communication processes for any service changes

• Individual risk planning for participants with higher support needs

During disruptions, we prioritise:

1. Critical supports – where safety or wellbeing may be at immediate risk

2. High priority supports – where functioning may decline without support

3. Flexible supports – services that can be safely adapted or rescheduled

If face-to-face services are impacted, we offer alternative delivery methods such as telehealth, phone consultations, and remote coaching.

We will always communicate clearly with participants and families about any changes, including what to expect, available options, and how to access support.

Our goal is to ensure continuity of care, protect wellbeing, and maintain high-quality, person-centred supports at all times.

Emergency & Disaster Management

At Thrive in Thought Counselling, your safety and wellbeing are our priority. We are prepared to respond quickly and effectively to emergencies or unexpected events to ensure you continue receiving safe, consistent support.

Our services are delivered in homes, schools, and community settings, so we plan for a wide range of situations including natural disasters, health emergencies, and service disruptions.

How we keep you safe:

• Individual emergency plans for each participant

• Up-to-date emergency contacts and risk information

• Clear procedures for responding to emergencies

• Staff trained in emergency response and safety practices

• Ongoing risk assessment and planning

In an emergency, we will:

• Prioritise immediate safety and contact emergency services if needed

• Follow your individual emergency plan

• Communicate with you and your support network

• Adjust services (e.g., telehealth or rescheduling) to maintain support

We work closely with participants and families to ensure emergency planning is personalised, practical, and aligned with your needs.

Our approach meets NDIS Practice Standards and ensures we are prepared to respond, recover, and continue supporting you—no matter the circumstances.