Incident & Complaints Policy
Edel Support
1. Purpose
To ensure all incidents and complaints are handled fairly, promptly, and safely.
2. What is an Incident?
An incident includes:
Injury or harm
Near misses
Unsafe situations
Abuse, neglect, or misconduct
3. Incident Reporting
All incidents will:
Be recorded as soon as possible
Include details of what happened
Be reviewed to prevent recurrence
Serious incidents may be reported to relevant authorities where required.
4. Complaints
Clients are encouraged to raise concerns without fear.
You can complain by:
Email: complaints@edelsupport.com.au
Phone: 0401 031 898
In writing
5. Complaint Handling
We will:
Acknowledge within [e.g. 2 business days]
Investigate fairly
Provide a response within [e.g. 7–14 days]
6. Escalation
If not satisfied, clients may contact:
NDIS Quality and Safeguards Commission (if applicable)
Other relevant authorities
7. No Retaliation
Clients will not be disadvantaged for making a complaint.
8. Continuous Improvement
We use feedback and incidents to improve services.