Skip to main content Scroll Top

COMPLAINTS MANAGEMENT

Complaints Policy NDIS

FITNESS FOREVER Complaints Policy

Our Complaint Management Principles

At Fitness Forever, we are committed to supporting participants, families, carers and the community to feel confident in raising concerns with us. Our complaint management principles are:

  • Upholding rights – We respect the rights of people with disability and will support participants, their carers, families and significant others to feel confident exercising choice and control, including raising concerns about our services.

  • Respect and fairness – All parties to a complaint will be treated fairly, respectfully and without judgement.

  • Safety first – We will prioritise complaints that involve the highest risk to the safety, wellbeing and human rights of people with disability.

  • Clear communication – We will communicate clearly and transparently with everyone involved, providing reasons for our actions and decisions.

  • Continuous improvement – We view complaints as opportunities to learn and improve the quality of the supports and services we provide.

Who Can Make a Complaint

We welcome complaints from anyone, including:

  • People with disability (participants)

  • Family members, carers or friends

  • Advocates

  • Our workers or contractors

  • Other providers or members of the community

How to Make a Complaint

A complaint is any expression of dissatisfaction or concern about our NDIS-funded supports or services. Complaints can be made in the following ways:

  • Directly to us in person – speak with a staff member or manager.

  • By phone – call us on 0414437616.

  • By email – send details to info@fitnessforever.com.au.

  • In writing – mail your complaint to 5 Arc Street, Coorparoo Qld 4151.

  • Anonymously – you may choose to remain anonymous, but this may limit how much we can resolve or communicate with you about the outcome.

  • With support – you can ask a family member, carer, advocate or friend to make a complaint on your behalf. In this case, we may ask for your consent before proceeding.

Support for Making a Complaint

  • People who need an interpreter can contact TIS National on 131 450.

  • People who are deaf or have a hearing or speech impairment can contact us through the National Relay Service on 133 677.

  • If you would like support from a disability advocate, you can use the Disability Advocacy Finder at Ask Izzy or ask us for assistance.

How We Manage Complaints

  • We will acknowledge complaints promptly.

  • We will assess complaints as quickly as possible, depending on the complexity and seriousness of the issue.

  • We will provide regular updates to the complainant on progress.

  • If we are unable to resolve your complaint directly, we will let you know and may suggest other avenues (e.g., referral to another agency or support service).

Risk Assessment

  • We prioritise complaints based on urgency, seriousness and potential impact on the health, safety and wellbeing of participants.

  • Complaints raising immediate safety or human rights concerns will be treated as a priority.

Confidentiality and Privacy

  • Complaints can be made confidentially. In this case, your information will not be shared without your consent.

  • We respect your right to withdraw a complaint at any time. However, if your complaint raises concerns about health, safety or wellbeing, we may be required to continue addressing the matter.

If You’re Not Happy With Our Response

If you are not satisfied with how we have managed your complaint, you can contact the NDIS Quality and Safeguards Commission directly:

  • Phone: 1800 035 544

  • National Relay Service: 133 677

  • TIS National: 131 450

Staff Responsibility

Our staff are empowered to:

  • Assist wherever possible – We will make every effort to resolve complaints directly and fairly.

  • Refer when necessary – If the complaint is about something outside our responsibility we will let you know and guide you to the right agency.

  • Escalate internally – If a complaint cannot be resolved at the frontline, it will be escalated to a manager or senior staff member for further consideration.

Risk Assessment

  • We prioritise complaints according to their urgency, seriousness and complexity.

  • Immediate concerns relating to the safety, wellbeing or human rights of participants will always be treated as high priority.

  • When assessing how to respond, we consider the potential impact on participants and our responsibilities as an NDIS provider.

Complaint Responses

Following assessment, we will decide on the most appropriate action. Possible responses include:

  • Providing an apology and working with the participant to resolve the issue.

  • Making improvements to our services, policies or procedures.

  • Providing staff with additional training or supervision.

  • Escalating the matter to senior management for further action.

  • Where required, assisting the participant or their representative to contact the NDIS Quality and Safeguards Commission if the issue cannot be resolved with us directly.

Regardless of the response, the safety and wellbeing of participants will always remain at the centre of our decisions.

Complaint Outcomes

  • Complainants will be kept informed of progress and outcomes as soon as possible after a decision has been made.

  • We will explain the outcome clearly, including reasons for our decision and any actions taken.

  • We will also let complainants know about their right to take the complaint further if they are not satisfied.

If You Are Not Satisfied With Our Response

If you are not satisfied with the outcome of your complaint with us, you can contact the NDIS Quality and Safeguards Commission:

  • Phone: 1800 035 544

  • National Relay Service: 133 677

  • TIS National (Interpreting Service): 131 450

Monitoring and Continuous Improvement

Our complaints policy will be reviewed every 12 months to ensure it remains effective and participant-focused. We will track and review complaint data regularly to identify trends, address recurring issues, and improve the quality of supports and services we provide. We treat complaints as opportunities for learning and continuous improvement to deliver better outcomes for people with disability.

MAKE A COMPLAINT

OTHER INFORMATION – REFUNDS / CANCELLATION POLICY

General Refund Policy

If a class is cancelled by FITNESS FOREVER at any time, participants can reschedule to another date or receive a full refund of the session fee paid. No further monies will be paid for any other expenses the participant has or may incur.

FITNESS FOREVER does not offer refunds on or after the commencement of a training session. A participant who fails to attend or complete training will not be entitled to a refund or credit.

The participant must apply for refunds in writing so we can verify their identity and keep a record of the request. The Manager will consider refund or Credit requests with exceptional circumstances case-by-case.

If your refund is approved, monies will be returned to you by how it was paid.

If a third party pays the course fee, the third party will be refunded the training fee.

Cancellation POLICY

More than 2 clear business days before the day of training = No Cancellation fee

Less than 2 clear business days before the training start time = No Refund

No Attendance = No Refund; full training fee required

CALL NOW