Sage will address and process complaints in a timely manner. Any patient, family member, support worker, therapist or employee can make a complaint. It is acceptable to make a complaint on behalf of another person if consent from that person has been gained. Your complaint will be handled with privacy and confidentiality. Your complaint and the investigation that follows will help us make changes to better serve our patients.

How?

A complaint can be made directly to Sage by emailing the Owner at hey@sagephysio.com.au or completing and submitting a Complaint Form.

If you require support or assistance in making a complaint, you may elect a support person to help you. Please ensure that they have your consent to do so.

Complaints made directly to Sage will be assessed by the Owner and you will receive confirmation within three business days. If the matter is urgent and response is required immediately, the Owner will see that action is taken in a timely manner. The Owner may seek additional information in order to make an informed decision on how to best resolve the issue. If the matter is complex, you may be required to complete a detailed Complaint Form.

Depending on your complaint, the Owner may be required to notify the NDIS Commission. You will be notified if this occurs.

Complaints will not adversely affect those involved in making the complaint or those affected by the incident or concern. Information will remain private and anonymous unless Sage is required by law to disclose it to the appropriate authorities.

Information about how the complaint is being processed and the measures taking place to resolve the issue will be communicated in an appropriate and timely manner. Sage will allow you to be involved in the decision making process for how an issue will be resolved.

If you are an NDIS participant and would like to make a comply directly to the NDIS, please contact the NDIS Commission directly by. This information is also available the website.

• Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged

• National Relay Service and ask for 1800 035 544

• Completing a complaint contact form

For more information visit the NDIS commission website.

Every effort will be made to ensure procedural fairness in resolving complaints. Sage will abide by guidelines related to procedural fairness set out by the Commissioner.

This policy and procedure will be reviewed annually and improved if required.