Coastal Clarity Allied Health welcomes feedback, concerns and complaints as an important part of providing safe, respectful and high-quality services.
This policy explains how complaints and feedback can be raised and how Coastal Clarity Allied Health will respond.
Scope
This policy applies to complaints, concerns, disputes and feedback relating to Coastal Clarity Allied Health services, including service delivery, communication, professional conduct, fees, privacy, accessibility, safety, child safety and NDIS-funded services where applicable.
Right to Provide Feedback or Complain
Everyone has the right to provide feedback or make a complaint.
A complaint may be made:
- verbally;
- by email or in writing;
- through a support person or advocate; or
- using another reasonable communication method.
Reasonable adjustments will be made where practicable to support people with disability, communication needs or other accessibility requirements.
Children and young people may raise concerns themselves or with the assistance of a trusted person.
A person will not be disadvantaged or treated unfairly for making a genuine complaint or providing feedback.
How to Make a Complaint
Complaints can be made directly to:
Director / Business Owner: Madison Bray
Email: hello@ccalliedhealth.com.au
Complaints may also be raised verbally during service delivery.
Anonymous complaints may be accepted, although this may limit Coastal Clarity Allied Health’s ability to investigate or provide an outcome.
How Complaints are Managed
Coastal Clarity Allied Health will manage complaints fairly, respectfully and as promptly as reasonably practicable.
Depending on the circumstances, Coastal Clarity Allied Health may:
- clarify the concern;
- discuss the matter with the person raising it;
- review relevant information or records;
- seek further information where appropriate;
- identify any immediate safety issues;
- take corrective action where required; and
- communicate the outcome to the complainant where appropriate.
Where possible, complaints will be acknowledged within 5 business days. Straightforward complaints will generally be addressed within 10 business days. More complex matters may take longer, particularly where further information, external advice or regulatory involvement is required. Where appropriate, the complainant will be kept informed. Complaints will be managed in a manner proportionate to the nature and seriousness of the concern.
Safety and Child Protection Concerns
Concerns involving immediate danger, suspected abuse, neglect or risk of harm to a child or young person will be treated as urgent.
Where required:
- 000 will be contacted in an emergency;
- the Child Abuse Report Line (CARL) – 13 14 78 will be contacted; and
- other relevant authorities will be notified where required.
A complaint process will not delay or replace any mandatory reporting or other legal obligation.
Child-safety concerns will be managed in accordance with the Coastal Clarity Allied Health Child Safe Environments Policy.
NDIS Complaints
Where a complaint relates to a NDIS-funded service, Coastal Clarity Allied Health will comply with applicable NDIS requirements. Participants may also raise concerns with the NDIS Quality and Safeguards Commission where appropriate. Coastal Clarity Allied Health will cooperate with any lawful external investigation or regulatory process.
Complaints About the Director
As Coastal Clarity Allied Health is a sole-trader practice, some complaints may concern the Director. Where a complaint concerns the Director, the matter will be considered objectively and, where appropriate, may be referred to an independent person, professional body, regulator, insurer or other relevant external organisation. A complaint will not be dismissed simply because it concerns the business owner.
Privacy and Confidentiality
Complaint information will be handled sensitively and confidentially. Information will only be disclosed where reasonably necessary to manage the complaint or where disclosure is required or authorised by law. Confidentiality does not prevent information from being disclosed where required for child safety, mandatory reporting, legal proceedings or other legal obligations.
Records
Coastal Clarity Allied Health will maintain appropriate records of complaints and significant feedback, including the concern raised, actions taken and outcome where applicable. Records will be stored securely and managed in accordance with the Coastal Clarity Allied Health Confidentiality and Privacy Policy and applicable record-keeping requirements.
External Complaints
Depending on the nature of the matter, a person may have the right to raise a complaint with an appropriate external organisation, including:
- NDIS Quality and Safeguards Commission – for relevant NDIS complaints;
- South Australia Police – for suspected criminal conduct or immediate danger
- Developmental Educators Australia Inc (DEA) professional or registration body, where applicable.
Coastal Clarity Allied Health will cooperate with lawful external complaints, investigations and regulatory processes.
Review
This policy will be reviewed at least every five years or earlier where required by legislative or regulatory changes, significant complaints, changes to services or identified risks.
Policy Statement
Coastal Clarity Allied Health is committed to listening to feedback, responding to concerns fairly and respectfully, and using complaints to improve the safety and quality of its services. Every person has the right to raise a genuine concern without fear of retaliation or disadvantage.
Last updated: 25 September 2026