Managing feedback in the disability sector
An effective feedback and incident review process is a condition of funding for state-funded non-government organisations providing services for people with disability.
Non-government organisations should have a feedback process that people can use as a first option. Other options are available for feedback if an issue cannot be resolved.
Effective feedback systems
A feedback and incident review process supports people's rights to raise their concerns without fear of payback. The process must be easily accessible to clients, their families, carers and staff members.
Feedback provides an opportunity to make services better and safer for everyone.
Building a good feedback culture
A good feedback culture is where people feel comfortable providing either positive or negative feedback about the services they receive. Non-government organisations should:
- provide information about the feedback process to clients, their families and carers in accessible formats on a regular basis
- welcome and actively encourage all feedback and support people to feel comfortable and valued when providing it
- encourage people to raise concerns with the disability service provider first where they feel able to do so; first contact with the service providers gives them the chance to fix the problem and is often the quickest and easiest way to resolve the concern
- advise people that they have the right to complain to an external agency if they do not feel comfortable talking with their service provider, or if they are unhappy with the outcome or with the way their feedback was handled. External agencies include:
Providing feedback to Disability SA
The Feedback and Incident Review Team manages feedback received about non-government organisations that are funded by DHS to provide services for people with disability.
The team works in partnership with funded non-government organisations to evaluate feedback, resolve complaints and help them meet their contractual responsibilities.
On this site
Learning from incidents and complaints – Disability SA
For service providers: addressing complaints - Health and Community Services Complaints Commission
Occasional Paper - Learning from Complaints - Victorian Disability Services Commissioner
Good practice guide - Victorian Disability Services Commissioner