Document ID: chunk:federal_register_of_legislation:F2023L01723:reg:11
Version: federal_register_of_legislation:F2023L01723
Segment Type: reg
Provision Reference: reg 11
Character Range: 9509–11021

11  Fourth standard—feedback and complaints
 (1) A person undertaking a regulated activity must:
 (a) seek regular feedback in relation to the activity; and
 (b) use that feedback to inform reviews of, and improvements to, the activity, both at an individual and an organisation‑wide level.
 (2) The following are the indicators (as applicable) that this standard has been met:
 (a) the person actively supports people with disability, and their families, carers and advocates, to provide feedback, make complaints and resolve disputes without fear of adverse consequences;
 (b) the person clearly communicates, to people with disability and their families, carers and advocates, how to access:
 (i) the complaints management and resolution system implemented and maintained by the person (see subsection 15(4) of the Act); and
 (ii) independent support, advice and representation;
 (c) the person resolves complaints together with people with disability and their family, carers and advocates in a proactive and timely manner;
 (d) the person seeks and, in conjunction with people with disability and their families, carers and advocates, reviews feedback on the provision of the activity:
 (i) on a regular basis; and
 (ii) as part of continuous improvement;
 (e) the person ensures that a culture of continuous improvement is developed using compliments, feedback and complaints to plan, deliver and review services for people with disability and the community;
 (f) the person effectively manages disputes.