Every piece of feedback, every complaint and every compliment is logged here with our response and the action we took. Complaints are never a problem to be managed away — they are how we get better, and they never affect a person's support.
A participant’s sister felt she wasn’t kept informed when shift times changed at short notice.
Apologised and introduced a 24-hour notice standard for roster changes, with a nominated family contact recorded in the plan. Confirmed with the family they were satisfied.
A support coordinator praised the team for keeping a high-risk participant engaged through a difficult period and avoiding hospitalisation.
Shared the feedback with the worker and team as positive recognition, and noted the approach for our practice examples.
A participant felt a worker was sometimes late and that this affected their trust.
Met with the participant to listen and acknowledge the impact. Reviewing rostering and travel time for that location; offering a consistent worker match. Follow-up review booked.
A worker suggested the behaviour support plan template was hard to follow on shift.
Updated the plan template to a clearer one-page summary plus detail, and added it to onboarding. Thanked the worker for the improvement idea.
New entries are saved to this device for demonstration. In production this register is held in our quality system.