Our Policies

At Club Soul, we recognise that complaints are not just an expression of dissatisfaction, but a vital way for individuals to exercise their fundamental rights, express their views, and shape the quality of their NDIS supports. We also appreciate that errors can occur, but it's our response that shapes the experience. We commit to handling all complaints in a manner that underscores our value for the individual's opinion and assures them that their feedback has been taken seriously. This approach, we believe, can enhance the relationship between us and the people we support.

We welcome feedback and complaints from all parties, ensuring each is managed professionally and respectfully. We are dedicated to resolving complaints within a reasonable timeframe, improving our services based on feedback, and fostering an environment where participants and their advocates feel encouraged to express their concerns. We will regularly review our policies and incorporate stakeholder views for continuous improvement. Furthermore, all our workers are trained and adhere to our complaint handling procedures.

Feedback and Complaints Form

Protection of Your Sensitive Information

We respect your privacy and dignity. Thus, we only collect sensitive information like health, medical, and disability-related information when it's needed for service provision and only if:

a. You provide explicit consent, or

b. We're legally required to do so.

Your Consent

Before you give consent, our Workers will explain how we will use your data and who it may be disclosed to. They will ensure you understand everything clearly, providing assistance such as interpreter services or legal aid, as necessary. This consent can be amended at any time.

Informing You about Your Information

We will regularly inform you about how your information is used and stored. You have a right to access, correct your data, or lodge a complaint. Should you prefer, we encourage your involvement with family, friends, or chosen community in this process.

Information Collected

We may collect the following personal information: Participant details, Identifiers, Service details, medical information, financial information, and Interaction records. We may collect recorded material such as audio/visual formats.

How We Collect Information

We may gather your information from our website, your correspondence with us, forms filled by you, face-to-face interactions, events, third-party referrals, or government agencies.

Purpose of Information Collection

We use this information to customise your support plans, answer inquiries, manage and improve our services, adhere to legal obligations, inform you about our activities, perform research, and improve your website experience.

Third-Party Disclosures

We may disclose your data to NDIS Commission, funding providers, external auditors, regulatory bodies, law enforcement, courts, financial institutions, or external service providers, as necessary for service provision, legal compliance, or based on your authorization.

Access to Your Personal Information and Complaints

The Club Soul Privacy and Information Management Policy includes information about how you can access your personal information we hold, and how to make a complaint about a breach of your privacy or the Privacy Act, which will be dealt in accordance with our Feedback and Complaints Policy.

Handling of Privacy Breaches

Any breach or alleged breach of your privacy will be taken seriously. Such incidents will be reported and managed as per our Incident Management Policy.

Contacting Us

For questions, concerns, or to request a copy of our Privacy and Information Management Policy, Feedback and Complaints Policy, or Incident Management Policy, please contact us at 0414 672 819 or life@clubsoul.com.au.

Privacy and Consent Form

Club Soul is deeply committed to the health, safety, and well-being of all our Workers, volunteers, Participants, and visitors. It is our policy to provide a work environment that is free from hazards, accidents, and incidents that could harm individuals or disrupt our ability to provide high-quality support and care.

Our commitment extends to ensuring that our operations and practices are conducted in a manner that prevents injury and illness. This is achieved by adhering to current health and safety legislation and relevant industry standards.

We believe that a safe and healthy work environment is a shared responsibility. This means that everyone from management to Workers, including volunteers and contractors, is responsible for their own safety and for the safety of those around them.

To uphold this commitment, we will:

1) Develop, implement, and review a comprehensive and effective health and safety management system.

2) Regularly assess risks and take necessary steps to eliminate or control hazards that may cause injury or illness.

3) Provide education and training to all Workers to ensure they understand their health and safety obligations and how to safely perform their roles.

4) Involve Workers, volunteers, and contractors in the decision-making processes through regular consultation on health and safety matters.

5) Implement continuous improvement strategies to better our health and safety performance, including reviewing and learning from incidents and near misses.

6) Maintain a supportive culture that encourages active participation and cooperation of all Workers, Participants, and visitors in promoting and developing measures to ensure health and safety at work.