Feedback and complaints

We are committed to providing a professional service to our clients, their families and carers.

We welcome all questions, compliments and complaints, and take them seriously as they help us to improve our services.

All feedback and complaints we receive is taken seriously and managed by our Customer Safety team via our feedback process.

How do I know my feedback has been heard?

Your local service or the Customer Safety team will contact you to confirm receipt of your feedback. You may be contacted seeking further information.

What happens after I have submitted feedback?

Your feedback will be dealt with by your local service for prompt resolution We will respond within 5 working days unless there are exceptional circumstances.

We will then ask you if you are happy with the way in which the feedback was handled.

If Yes
If No

If you are happy with the way that the feedback has been handled the matter is closed.

Complex, serious and feedback involving staff with be investigated by our Feedback and integrity team.

If the matter is a serious allegation of abuse, neglect or exploitation requiring referral to the police

If Yes
If No

Our Feedback and Integrity team will work together with the police allowing them to lead the investigation if required.
People we support who are involved as alleged perpetrators or victims will be linked to a support person of their choosing through our Community and Advocacy Services. This person may be a Social Worker, an independent advocate or a staff member as appropriate.
If a serious allegation is made against a staff member or volunteer, a formal risk assessment will be conducted to ensure the safety of the alleged victim and the staff member or volunteer may not have further contact with people we support until the matter is investigated and either substantiated or not substantiated.

We will provide a response within 4 weeks unless there is a clear reason for extending the investigation and reporting.
You will be advised of the outcome and any changes recommended at the service.

We will then ask you if you are happy with the way in which the feedback was handled

If Yes
If No

If you are happy with the way that the feedback has been handled the matter is closed.

If you are NOT happy you can request an internal review OR you will have been provided options in your outcome letter to complain directly to the Ombudsman, the NDIA or another relevant government or external agency.

What is Endeavour Foundation’s Complaints Policy?

You can read our Complaints policy here.

What is the NDIS Quality and Safeguards Commission?

The NDIS Quality and Safeguards Commission (the NDIS Commission) is an independent government body that works to improve the quality and safety of NDIS services and supports. If you live in NSW and have raised a concern or complaint with us and are unhappy with the resolution, please seek further support from the NDIS Commission.

Please note: NDIS Commission will be available from 1 July 2019 for Victoria and Queensland residence. Until then, your current state requirements for quality and safeguards will apply.

Unethical conduct

We place great importance on nurturing a culture that encourages our customers, people or stakeholders to speak up about unethical conduct.

BDO Secure Hotline Service operates an anonymous hotline on behalf of Endeavour Foundation to facilitate reporting of potential unethical behaviour and misconduct, including:

Fraud
Misuse of property
Breach of policies, bribes, corruption, abuse, neglect and exploitation
Unlawful workplace practices such as harassment and bullying; or
Any other breaches of trust.

We encourage you to raise your concerns directly with your Service Manager or key Endeavour Foundation contact. If you do not wish to use this channel or feel uncomfortable then use the BDO Secure Hotline Service.

If you believe, on reasonable grounds, that you have information which indicates or actually shows misconduct, then you should make a report. All reports received by the BDO Secure Hotline Service will be supplied to Endeavour Foundation’s Audit and Risk Committee Chairman and Internal Auditor.