Privacy, Information Storage and A C McArthur Services

A C McArthur Services respects and acknowledge that your information belongs to you, it is highly personal and needs to be protected. To this end, ACMS is committed to safeguarding any information that may be provided.

All personal information provided is protected under the Privacy Act 1988. A C McArthur Services privacy policy is compliant with the National Disability Insurance Agency (NDIA) Privacy Policy and also aligns with the Australian Privacy Principles. As a provider with the NDIA, ACMS is required to meet the Auditing requirements of the NDIS Quality and Safeguards Commission.

When entering in to any agreement with A C McArthur Services, you will be asked to sign a consent form outlining who you agree to ACMS sharing information with. This form will be reviewed when you receive a new plan in line with your service agreement, but can also be amended at any time by contacting Angela.

A C McArthur Services collects your personal information to ensure that we provide you with the most appropriate assistance. ACMS aims to assist you with your NDIS Plan and as such, will only request information related to this business. If you have any questions regarding the information we are collecting, please ask for it to be explained.

WHO CAN SEE YOUR INFORMATION?

ACMS uses computer-based storage. This allows for ACMS to record your information and access your information in a way that allows ACMS to provide you with the best service.

The Client Relationship Manager utilised, is accessible only under 2-Factor Authentication log in, which is specifically unique to each user and your signed Consent and Service Agreement. As ACMS is a Sole Trade organisation, all log-in information that is required to Angela McArthur, follows the same 2-Factor Authentication procedure.

A C McArthur Services utilises appropriate online security measures to ensure data is secured within this system.

At any time, you are able to decide how much or how little information is shared and this will be an ongoing decision for you and ACMS.

ACMS will ensure your information remains confidential, and only under approved circumstances will release this information by your consent or where required by law.

HOW IS YOUR INFORMATION STORED?

The majority of information will be stored electronically on a password protected desktop computer. The CRM utilised is featured on this desktop, and is only accessible by unique user log in and 2-Factor Authentication.

ACMS will not store hard copies of information, as all information is stored via the password protected desktop hard drive and CRM.

This information will remain on file for a period of 7 years from the date you cease support with ACMS. This is in line with the NDIS Quality and Safeguards Commission rules.

If you are not happy with any of these policies and procedures:

A C McArthur Services values your feedback, and we want to know if you are unhappy with any of our services.

A feedback form has been included in your Onboarding Pack (if applicable) and is also available on the website.

The ACMS Complaints Policy is also available on the website: www.acmcarthurservices.com.au

If you are not comfortable to make a complaint to ACMS or you do not feel that your complaint has been dealt with adequately, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or lodge a complain on their website at www.ndiscommission.gov.au

A C McArthur Services Complaints Policy

COMPLAINTS POLICY & PROCEDURE

A C McArthur Services (ACMS) is committed to ensuring that any person(s) or organisation on using the services provided by A C McArthur Services, or whom may be affected by its operations has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and equity, fairness, accountability, and transparency.

The organisation on will provide a complaints management procedure that:

- Is simple and easy to follow.

- Is available to all clients and stakeholders via the ACMS website.

- Ensures complaints are fairly assessed and responded to in an appropriate 􀆟meframe.

- Is procedurally fair and follows principles of natural jus􀆟ce.

- Complies with legislative requirements.

OUR COMMITMENT

If a complaint is made to ACMS, it is expected that we will:

- Treat the complainant with respect.

- Provide transparency around what to expect whilst complaint is being handled.

- Carry out the complaint handling process in a fair and open way.

- Provide reasoning for any decisions made.

- Protect the privacy of the complainant.

- Not vilify or treat the complainant any differently after making the complaint.

WHAT CAN I MAKE A COMPLAINT ABOUT?

You can make a complaint to ACMS about the way a worker behaves, delivers services or neglects to deliver services. You are also welcome to provide feedback to assist us in improving our services.

MAKING A COMPLAINT

A person wishing to make a complaint may do so in writing or verbally (if an interpreter is required, please advise so we are able to assist you to access one). A complaint can be made to:

- The staff member they were dealing with at the time, unless the complaint is regarding this person, or

- Angela McArthur – the owner of A C McArthur Services via this form.

If you do not feel comfortable making a complaint directly to us you can get help from a family member or friend, another service or you can contact the NDIS Quality and Safeguards Commission via:

- 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

- Or the online form at www.ndiscommission.gov.au/about/complaints

Written complaints may be sent to A C McArthur Services via email at ange@acmcarthurservices.com.au or via the feedback form on the ACMS website. Verbal complaints can be made in person or over the phone on 0478 566 522.

HOW WILL THE COMPLAINT BE MANAGED?

1. Registration of Complaint

• The complaint will be entered in to the A C McArthur Services Complaint Register. The information recorded in this register will include the date of complaint received, persons making complaint, persons involved, details of the complaint, the action taken, the date of resolution and reasoning for this outcome, the method of complainant being notified of outcome, and their response thereafter.

Copies of all correspondence and other materials received by ACMS in connection with any complaints received will be kept for 7 years. The complaints register and any documentation will be confidential and kept behind restricted access by Angela McArthur.

• The person managing the complaint will let the complainant know that their complaint has been received and provide information about the process and expected time frame.

2. Investigation of Complaint

• The complaint will be examined within 5 business days of the complaint being received.

• The complainant will be informed in writing (via email or letter) within 10 business days of the complaint being received advising what is being done to investigate and resolve the complaint, and the expected time frame for resolution.

• As far as reasonably possible, complaints or appeals will be investigated and resolved within 20 business days of being received. If the time frame cannot be met, the complainant will be informed of the reasons why and of the alternate time frame for resolution.

3. Resolving the Complaint

• Ensuring a decision is made or that complaint is referred to the appropriate people / parties for a decision within 20 business days of the complaint being received.

• Informing the complainant of the outcome, reasons for any decisions and the options available should the complainant wish to dispute the outcome or require further action.

4. What if I am unhappy with the resolution?

• If the complainant is not satisfied with the outcome of their complaint, a further complaint may be lodged with the NDIS Quality & Safeguards Commission. The Commission’s office will then determine if it has the power to investigate your complaint.

ACCOUNTABILITY AND LEARNING

Analysis and Evaluation of Complaints

A C McArthur Servies will ensure that complaints are recorded in a systematic way, to ensure information is easily retrievable for reporting and analysis.

Reviews will be completed upon the number of complaints received, the outcome of complaints (including those resolved at the frontline), any issues arising from such complaints, and any systematic issues identified.

Regular analysis of these reviews will be undertaken to monitor trends, measure the quality of services provided and make improvements.

MONITORING OF THE COMPLAINT MANAGEMENT SYSTEM

A C McArthur Services will continually monitor our complaint management system to:

- Ensure effectiveness in responding and resolving complaints.

- Identify and correct deficiencies in the operation of the system.

Monitoring may include the use of audits and complaint satisfaction surveys.

CONTINUOUS IMPROVEMENT

A C McArthur Services is committed to improving the effectiveness and efficiency of our complaint management system.

To this end, we will:

- Support the making and appropriate resolution of complaints.

- Implement best practices in complaint handling.

- Regularly review the complaints management system and complaints data.

- Implement appropriate system changes that may be required as a result of our analysis of complaints data and continual monitoring of the system.