Complaints Management Policy

This policy is about complaints made to J A Pearce Psychologist (T/A Connect Psychology), not complaints about the NDIS.

J A Pearce Psychologist (T/A Connect Psychology)’s complaints management policy applies when participants want to submit feedback or make a complaint. This policy applies to all feedback and complaints received regardless of the source.

All complaints are taken seriously, all people treated fairly, and all corrective actions are completed in a timely manner.

A complaint is any type of feedback about our services that a person may consider is unsatisfactory or unacceptable.

J A Pearce Psychologist (T/A Connect Psychology)’s complaint management policy applies to all our representatives including fulltime workers, part time workers, casual workers, contractors, and volunteers.

Complaints can be an important sign that people are exercising their fundamental right to express their views about what is, and what is not, working with their supports. J A Pearce Psychologist (T/A Connect Psychology) encourages our clients to provide feedback or to complain whenever necessary as their opinion is valued and their feedback is taken seriously.

Complaints and Feedback can also guide us to identify problems within our practice and how they can be fixed.

The following people can make a complaint:

  • a participant
  • a participant’s family or guardian
  • a participant’s financial manager
  • an advocate
  • an employee
  • a community visitor
  • a professional
  • a member of the public

Complaints can be made:

  • in person
  • by email to
  • in writing Post to:  Jenni Pearce
    90 Opey Avenue
    Hyde Park SA 5061
  • by phone by calling our reception staff on 8357 0043
  • by completing the feedback form on our website

Complaints help us to:

  • identify problems
  • improve our services
  • provide better outcomes to participants

Complaints can be made about any part of the quality or delivery of our services such as if there is dissatisfaction:

  • with the way services are provided
  • with decisions we have made
  • about the conduct of our employees and/or contractors
  • about personal information not kept private

Complaints can be made anonymously. For NDIS participants complaints can be made to us or directly to the NDIS Commissioner via phone 1800 035 544 or by filling in an online complaint form.

Complaint records and review

Accurate information of complaints received including decisions made, actions taken, and eventual outcomes must be recorded and kept for 7 years from the date of the complaint which allows us to:

  • enable reviews of any complaints received
  • assist in identifying any systemic issues raised
  • allow a response to the Commissioner, if required
  • be stored securely and accessible only by the people handling

Complaint referrals

Complaints to the NDIS Quality and Safeguards Commission may be referred to other agencies or bodies if needed due to:

-non-compliance with the NDIS code of conduct

-inappropriate or unauthorised use of a restrictive practice

-employee screening issues e.g., if an employee of J A Pearce Psychologist (T/A Connect Psychology) was found to have a criminal history (for more information, refer to the worker screening policy)

-incidents relevant to other bodies (police, consumer affairs agencies or other regulatory bodies).

Complaint system

Our complaints system is documented and information on how to make a complaint is available to participants, their families, guardians, or advocates in way that is accessible and culturally appropriate.

We work to ensure participants:

-are aware of their right to complain

-feel empowered to complain

-are supported to complain

-are involved in the resolution process

-know they will not be adversely affected as a result of making a complaint

This policy relates to J A Pearce Psychologist (T/A Connect Psychology)’s Complaints and Feedback Procedure


Supporting Documents:

National Disability Insurance Scheme Act 2013 (Cth)

NDIS (Complaints Management and Resolution) Rules 2018 NDIS Terms of Business-Complaints

Feedback and Complaints policy – information for clients

Continuous Improvement register