Feedback and Complaints Policy – Steady Guide

Steady Guide Support Coordination | NDIS Practice Standards & Complaints Management Governance

💡 At a Glance & Governance Overview

⏱️ Estimated Read Time: 5 minutes

Central Takeaway: Steady Guide maintains a transparent, accessible, and procedural-fairness-driven feedback and complaints mechanism under NDIS Practice Standards and Australian Privacy Principles, ensuring continuous quality improvement and zero retribution.

• Document Control & Version History: Version 2.0 updated 11 September 2026 under Jenny Mathers’ approval authority (Review Date: 11 September 2027).
• Regulatory Alignment: Complies with NDIS (Complaints Management and Resolution) Rules 2018, NDIS Practice Standard 2.5.1, Privacy Act 1988 (APPs), and NDIS Code of Conduct Element 5.
• Procedural Fairness & Retribution Protection: Guarantees the right to be heard, objectivity in investigations, and strict freedom from adverse action or retribution.
• Accessible Lodgment Pathways: Flexible options via phone (0424 766 144), email (jenny@steadyguide.com.au), mail, or secure anonymous Astalty web forms.
• Resolution Timelines: Formal acknowledgment within 1 business day, target resolution within 21 days, and 30-day limit for APP 13 privacy requests.
• External Escalation Rights: Direct escalation routes to the NDIS Quality and Safeguards Commission and the OAIC.
• Data Correction & AI Ethics: Full APP 13 correction protocols, mandatory human oversight (HITL), and zero automated complaint decisions.
• Quality Improvement & Worker Protections: Astalty database logging, root cause analysis, mandatory staff training, and whistleblower protections.

🗺️ Table of Contents (Quick Navigation)

• Section 1: Document Control & Administration
• Section 2: Policy Purpose and Regulatory Framework
• Section 3: Principles of Complaint Handling
• Section 4: Lodgment Options and Accessibility
• Section 5: Resolution Timelines and Workflow
• Section 6: External Escalation Pathways & Advocacy Support
• Section 7: Privacy, Data Correction, and AI Transparency
• Section 8: Continuous Quality Improvement (CQI) Integration
• Section 9: Worker Protection and Training

Section 1: Document Control & Administration

Section 2: Policy Purpose and Regulatory Framework

Steady Guide is steadfast in its commitment to the core values of “People, Potential, and Possibilities.” This policy establishes a transparent, accessible, and rigorous mechanism for feedback and complaints, which we view as vital data for driving organisational excellence.

This policy is drafted to ensure full compliance with the following regulatory instruments:

• NDIS (Complaints Management and Resolution) Rules 2018.
• NDIS Practice Standard Outcome 2.5.1 (Procedural Fairness and Natural Justice).
• Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
• NDIS Code of Conduct (Element 5).

Section 3: Principles of Complaint Handling

Procedural Fairness and Natural Justice

Steady Guide adheres to the principles of natural justice to ensure the integrity of the resolution process. This mandate requires:

• The Right to be Heard: All parties involved, including the complainant and any person who is the subject of the complaint, will be given a full opportunity to present their version of events.
• Response to Allegations: Any worker or person who is the subject of a complaint will be informed of the allegations and provided an opportunity to respond before any decision or corrective action is finalised.
• Objectivity: Investigations will be conducted without bias, and decisions will be based solely on factual evidence.

Freedom from Retribution

Steady Guide guarantees that no participant, family member, carer, or worker will be disadvantaged, subject to adverse action, or treated unfairly for lodging a complaint or reporting concerns in good faith.

Section 4: Lodgment Options and Accessibility

Steady Guide provides multiple pathways for feedback to ensure the process remains accessible to individuals with varying communication needs:

• Verbal: In-person to any worker or via telephone at 0424 766 144.
• Written: Traditional mail addressed to our office.
• Email: Directed to Jenny Mathers at jenny@steadyguide.com.au.
• Anonymous: Via the Astalty-integrated web forms hosted on the Steady Guide website, which ensure technical security and privacy.

All Steady Guide workers undergo training to assist participants in navigating these options, ensuring that support is provided to those who require help to articulate their concerns.

Section 5: Resolution Timelines and Workflow

Steady Guide manages the resolution lifecycle with the following technical milestones:

• Acknowledgment: Formal acknowledgment of the complaint will be provided within 1 business day of receipt.
• Assessment: An initial review of the complaint’s complexity and nature is conducted to determine the required investigation steps.
• Resolution: Steady Guide will make every reasonable effort to finalise investigations within 21 days. For complex matters, participants will be notified of any required extensions.

Statutory Privacy Timelines: Per OAIC guidelines regarding Australian Privacy Principle (APP) 13, requests or complaints involving the correction of personal information will be responded to within a reasonable period, strictly not exceeding 30 calendar days.

Section 6: External Escalation Pathways & Advocacy Support

Participants, families, carers, and stakeholders have the full right to escalate grievances to external independent regulatory authorities at any stage of the complaint process. However, it is usually best to try to resolve your concerns directly with Steady Guide first.

Section 7: Privacy, Data Correction, and AI Transparency

Correction of Information (APP 13)

Steady Guide is obligated to correct personal information if it is found to be inaccurate, out-of-date, incomplete, irrelevant, or misleading. No fees will be charged for correction requests or for associating a statement of belief.

Protocol for Refusal: If Steady Guide refuses to correct personal information as requested, we will:

• Provide a written notice explaining the reasons for refusal (unless unreasonable).
• Outline the process for lodging a complaint regarding the refusal.
• Upon request, take reasonable steps to associate a “Statement of Correction” with the record, expressing the individual’s belief that the information is inaccurate or misleading, ensuring this statement is apparent to any user of the data.

AI Usage and Automated Decision-Making

In accordance with the Artificial Intelligence (AI) Usage Policy – Steady Guide (15 August 2026):

• Human-in-the-Loop: While AI may be used for administrative outlining or plain-language editing, it is strictly prohibited from determining the outcome of any complaint.
• No Automated Decision-Making (ADM): Steady Guide does not use algorithms to make decisions that significantly affect participant rights or service access.
• Accountability: AI will not be used to draft final decisions and outcome letters, as this would require participant circumstances and support needs to be exposed to the artificial intelligence bot. We acknowledge the upcoming December 2026 transparency requirements and will update our Privacy Policy accordingly if ADM tools are introduced.

Section 8: Continuous Quality Improvement (CQI) Integration

Mandatory Logging and Analysis

All complaint data—including the nature of the concern, the resolution, and identified trends—is logged in the Steady Guide Astalty Database. To ensure audit readiness under NDIS Practice Standard 2.5.3, each entry must include:

• Root Cause Analysis: Identification of the underlying failure that led to the complaint.
• Systemic Trend Identification: Periodic review of the register to identify recurring issues.
• Corrective Actions: Documented steps taken to improve service delivery and prevent recurrence.

Section 9: Worker Protection and Training

Training Standards

Compliance with NDIS Practice Standard 2.5.4 is mandatory. All staff undergo induction and annual training regarding the NDIS Code of Conduct and this Feedback and Complaints Policy.

Whistleblower Assurance

Steady Guide promotes a culture of integrity. Any worker who reports service failures, safety concerns, or misconduct in good faith is protected from reprisal. Adverse action against whistleblowers is a violation of organisational policy and may result in disciplinary action.