How can we help?

Complaints, compliments and feedback – Workers

A guide for workers

We welcome feedback, positive and negative, as it allows us to improve our services. All feedback we receive is recorded and used to inform continuous improvement.

How to give feedback

If you notice something that we could be doing better, please contact us to let us know. We can’t fix things if we don’t know about them.

If you make suggestions, we will add them to our continuous improvement log. We’ll let you know if we make a change based on your suggestion and if we don’t make a change, we’ll let you know why we didn’t.

Feedback about health and safety

• Please report any feedback about health and safety as an incident via the app. We will manage this in accordance with our Incident Management and Health and Safety documents.
• If you are unhappy with the way the incident is managed then you can make a complaint about this by emailing the complaint to hi@suitsme.app. We will follow the process outlined below under “How does Suitsme respond to feedback?”.
• If we can’t reach a mutual agreement about how to resolve your complaint then we will refer you to Worksafe.

Client Feedback

Clients are the boss. You should check in with clients regularly to ask for feedback.

If clients give you feedback, you should listen to them and thank them. Feedback is a gift that can help us all grow and develop.

Supporting a client to give feedback

It can be hard for clients to give feedback, especially complaints. By the same token, it can put you in a difficult position if you are supporting a client to complain about Suitsme.

If a client is not happy with something then you should encourage them to contact us to make a complaint. It is also fine for you to get the details from the client and submit the complaint on their behalf. If you are doing this, it’s important to try and understand and include the outcome that the client is seeking.

If a client wants more support to make the complaint, then you are not the best person to do this as you will have a conflict of interest. Instead, support the client to engage an advocate to help them. You can find an advocate here.

Clients can also make complaints directly to the NDIS Quality and Safeguards Commission. We appreciate the opportunity to try to resolve a complaint directly with a client first and if we’re not able to reach a resolution then we would refer the client to the NDIS Quality and Safeguards Commission.

How does Suitsme respond to feedback?

If a client gives us positive feedback we will:

• Thank them (within 2 business days).
• Pass it on to and thank the worker (if it’s about an individual).
• See if we can apply this to other areas in the organisation for continuous improvement.

If the client gives us negative feedback we will:

• Contact them and thank them (within 2 business days).
• Ask them if they want us to do anything about it, or if they just want us to know.

If the client wants us to do something about it, we will consider this a complaint and we will:

• Ask them what we can do to make things better.
• Try to resolve the complaint immediately if we can.
• If we can’t fix it straight away, we’ll investigate it further and keep them informed.
• Record their complaint.

For a complaint, our investigation process is:

• We’ll be fair in our investigation and hear all sides of the story.
• We’ll keep a record of our investigation.
• We’ll ask the client how often they want to be updated and we will keep them informed.
• We’ll do our best to resolve their complaint to their satisfaction within 10 business days.
• If we can’t mutually agree that their complaint has been resolved within 10 business days, we will refer them to the NDIS Quality and Safeguards Commission.

If the complaint relates to abuse, neglect or an incident we will follow the guidelines provided in those documents in our investigation.