Joyful Care Co is committed to making its complaints and feedback process transparent, accessible, inclusive, and responsive. Information on how to make a complaint is available in the Participant Handbook, the Service Agreement and on the website: https://www.joyfulcareco.com/policies. All staff of Joyful Care Co will be made aware of the complaint management system on commencement which includes the requirement to comply with the following procedure.

This procedure ensures that Joyful Care Co manages all feedback and complaints fairly, efficiently, and effectively to satisfactory resolution within a reasonable timeframe. Joyful Care Co ensures appropriate actions are taken to improve our services where required, and that we provide better outcomes to our stakeholders. Joyful Care Co welcomes feedback and complaints as they work together to continually improve Joyful Care Co’s practices.

Complaints may be received by a Joyful Care Co staff member directly in person or via a phone call, via email, letter or via the website. If a complaint is simple and can be rectified by the person receiving the complaint (usually in person or over the phone) then this should be completed immediately, and the complainant notified directly of the action taken.

Any complaint via email, letter or the website must be directed to the General Manager. The General Manager will put the details of the complaint into the Complaints Register and will direct the complaint to the person best positioned to address it. Any complaint received must establish what outcome the complainant is seeking. Complaint action and resolution data is also recorded in the complaints register. All complaints are confidential and are recorded electronically on a secure file and information is only shared with those people directly related to managing the complaint. All complaint resolution information will be passed on to the complainant (where the complaint is not anonymous).

Joyful Care Co will accept anonymous complaints. Anonymous complaints will be logged into the complaints register and managed like any other complaint. No participant or family member of Joyful Care Co will ever be subjected to negative interactions or refused any services based on the fact that a complaint has been raised by them. A complaint may be withdrawn by the complainant at any time during the complaint management process.

Where complaints are made by a participant, or the complaint impacts a participant, the participant will be encouraged to be supported by an advocate where appropriate. Participants are also informed of their rights to raise the complaint with the NDIS Quality and Safeguards Commission.

Complaints are reviewed and acknowledged within three days of receiving the complaint information. The majority of complaints should be closed within five business days. Where this is not the case, the complainant will be contacted to let them know of the progress of the complaint. Where complaints are not closed in five days these must be escalated to the CEO. Where the complaint is in relation to the CEO it must be resolved by an independent party.

Any complaints related to restrictive practices, incidents or reportable incidents will be also managed under these respective policies. This level of complaint will always be escalated to the CEO immediately.

Any complainant who is not satisfied with the complaint resolution is entitled to have their complaint reviewed. Internal review of the complaint handling process will be completed by the CEO and the complainant notified in writing as to the outcome of the review and any further action taken if relevant. If the complainant still does not believe the complaint is resolved at this point, they will be directed to the NDIS Quality and Safeguards Commission.

Information on complaints including reports, effectiveness of the system and trend data will be discussed at the management committee monthly meeting.

Complaints about Joyful Care Co to the NDIA can be lodged:

by phone on 1800 800 110; and

by email to feedback@ndis.gov.au.

Complaints to the Commonwealth Ombudsman about the NDIA can be lodged:

by phone on 1300 362 072

online at www.ombudsman.gov.au.

Disability Advocacy Network Australia can be contacted:

by email ceo@dana.org.au

on the website: www.dana.org.au

Children and Young People

Our complaint management policy is also designed to ensure that children who receive our services have a safe and accessible way to voice any concerns or complaints they may have.

Information management refers to a system for creating, producing, collecting, organising, storing, retrieving, and disseminating information that may be in any format and available from internal or external sources. Joyful Care Co ensures that all participant information recorded is identifiable, accurate, current, and confidential.

Joyful Care Co requires a participants understand and consent to collect, use, and retain participant information or to disclose their information to other parties (Refer to Privacy, Dignity and Confidentiality Procedure). Information about when participant information may be disclosed is included in the Service Agreement and the Participant Handbook. Discussions with participants about information collection, retention, access to their personal information and potential disclosure of that information occurs at intake.

Records include all documentation retained in hard copy and electronically by Joyful Care Co in relation to its organisational arrangements, services, participants, contractors, and staff.

All information, in paper copy, electronic or any other format, created by Joyful Care Co contractors or staff in the course of their employment, or that is accessed by contractors or staff, remains the property of Joyful Care Co. All documents and electronic records that contain private and confidential information about contractors and staff, will be held securely by the Management Team.

Joyful Care Co uses software to manage all participant information. The system is password protected and is cloud based. All required IT security systems are in place to prevent unwanted and unlawful access to confidential information. Staff can only access participant files directly related to their work on a need-to-know basis.

Data Breach

A data breach occurs when personal information is shared with or accessed by an unauthorised person. This can be by accident or because of a security breach. Joyful Care Co recognises that it collects and stores a large amount of personal and sensitive data therefore it uses a cloud-based software solution.

In the event of a data breach Joyful Care Co must report to the Office of the Australian Information Commissioner (OAIC). Notifiable data breaches occur when:

• there is unauthorised access to or unauthorised disclosure of personal information, or a loss of personal information, that an organisation or agency holds

• this is likely to result in serious harm to one or more individuals, and

• the organisation or agency hasn’t been able to prevent the likely risk of serious harm with remedial action

Additionally, any breach of personal information must also be notified to the affected individuals. The risk of data breach is included in the Risk Register. If a data breach does occur Joyful Care Co will work with the software provider to investigate and remediate the issue to ensure this breach cannot be repeated in the future.

Joyful Care Co acknowledges that privacy and dignity include respect for the person's physical body, personal space, and belongings, living arrangements, and personal information shared with informed consent. Participants receiving services from Joyful Care Co are entitled to the same level of privacy as all other members of society.

Dignity is the right of a participant, child or young person to be valued, respected for their own sake, and to be treated ethically. Dignity is the result of being treated with respect.

Confidentiality is the right of a person to have personal information kept private. Joyful Care Co will prevent unauthorised persons gaining access to a participant’s confidential records by ensuring all IT system requirements are in place and by only giving access to staff the participant files they work with directly. Participants will be made aware at intake, that they have a right to access all information held by Joyful Care Co on them as well as confidentiality policies in place.

Consent

Consent refers to the ability of an individual with a disability to fully and freely give or withhold their agreement to participate in any activity or treatment. It is a fundamental right that is essential for upholding an individual's autonomy, dignity, and right to self-determination.

However, it is important to recognise that individuals with disabilities may face unique challenges in understanding and expressing their consent due to factors such as communication difficulties, cognitive impairments, or dependence on others for support. Therefore, it is important that consent is sought in an appropriate manner, taking into account the individual's specific needs and abilities.

Informed consent is particularly important in the case of individuals with disabilities. This means that the individual has been provided with all the relevant information needed to make an informed decision, including any risks and benefits associated with the activity or treatment, in a way that they can understand. This requires effective communication strategies, such as the use of plain language or visual aids, as well as the involvement of support persons, advocates, or interpreters where necessary. The participant is then given adequate time to consider this information.

Consent is also not a one-time event, but an ongoing process. Individuals with disabilities should be able to withdraw their consent at any time and have their decision respected. In addition, they should be regularly re-assessed to ensure that their consent remains valid and that any changes in their condition or circumstances are taken into account.

Overall, obtaining informed consent from individuals with disabilities is an essential aspect of upholding their rights and ensuring that they are able to fully participate in all aspects of their lives with dignity and respect.

Joyful Care Co Child Safety Statement

Joyful Care Co recognises that children with disability or developmental delay are at greater risk of harm. Joyful Care Co is committed to ensuring its services are delivered in a child safe environment proactively preventing risks to children from occurring.

Child Protection Policy

Our child protection policy is a commitment to ensuring the safety and well-being of children who receive our services, and to preventing child abuse and neglect. Our policy includes the following key principles:

1. Child safety is our top priority: We have zero-tolerance for child abuse and neglect, and we are committed to providing safe and supportive services to all children who receive our services.

2. All staff members are responsible for child safety: All staff members have a responsibility to promote and protect the safety and well-being of children. This includes being aware of the signs of abuse and neglect and reporting any concerns or suspicions to the appropriate authorities.

3. Recruitment and screening of staff: We have robust recruitment and screening processes in place to ensure that all staff members who work with children are suitable and have the necessary qualifications, skills, and experience.

4. Training and education: We provide regular training and education to staff members on child safety, including identifying and responding to abuse and neglect, and promoting positive child development.

5. Reporting and response: We have clear policies and procedures in place for reporting and responding to suspected child abuse and neglect, and we ensure that all staff members are aware of these policies and procedures.

6. Communication and consultation: We actively engage with children, families, and communities to ensure that our policies and procedures are transparent and inclusive, and that we respond appropriately to the needs and concerns of all stakeholders.

7. Continuous improvement: We are committed to continuous improvement and regularly review and update our policies and procedures to ensure that we are providing the highest standard of care and protection to children.

By adhering to these principles, we believe that we can create a safe and supportive environment for children who receive our services and actively prevent child abuse and neglect.