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Our Policies

 

Complaints policy

Klint is committed to being transparent and responsive to any feedback offered by our clients and community. We ensure that they have an accessible and safe avenue for providing feedback that fosters a culture which supports clients and the community to make positive comments as well as raise a complaint.

Klint will endeavour to seek an outcome in a timely manner to a complaint which is satisfactory to all parties.

 

Purpose

The purpose of this policy is to ensure the existence of compliment and complaint management process.

To enable Klint to benefit from the complaint or compliment through ensuring that they are recorded, considered, resolved and monitored.

Ensure that all Klint employees are familiar and understand Klint’s Compliment and complaint process and that our clients are aware of their right to make a complaint and the right to have an advocate to assist them with this process.

 

Process

Compliments and complaints can be submitted in one of these ways:

  • Contact the Practice Manager (Catherine) directly via info@klintneuro.com.au
  • Call us on 03 9555 2273 and ask to speak to a senior leadership team member.
  • Fill in the online form below
  • Mail to 101 Springvale road, Glen Waverley 3130.

 

We encourage our clients to attempt to resolve issues directly with staff member involved or relevant manager. The employee will attempt resolve the issue as quickly as possible.

Klint promptly acknowledges receipt of client complaints. We assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security, the response is immediate and is escalated appropriately.

If the complainant is not satisfied with our internal process outcome, we will provide the complainant with information about the relevant external Complaints Management Commissioners.

 

National Disability Insurance Agency
1800 800 110
feedback@ndis.gov.au
https://www.ndis.gov.au/about-us/contact-us/feedback-complaints.html

Disability Services Commissioner
1800 677 342
complaints@odsc.vic.gov.au

 

Cancellation policy

We respect that your time is valuable and we appreciate that you understand ours is too. We ask that you provide us with as much notice as possible when cancelling or rescheduling your appointment.

 

Private clients

We have a 24 hour cancellation policy. For appointments cancelled or rescheduled with less than 24 hours notice clients will be charged the full appointment fee.

 

NDIS clients

As per the NDIS price guide 2019/2020, if notice of cancellation is provided within 24 hours of the scheduled appointment, then 90% of cost of the scheduled activity (total cost of planned support) will be payable by NDIA.

In the event of a ‘no-show’, then 90% of cost of the scheduled activity (total cost of planned support) will be payable by NDIA.

As per the current Price Guide, there is no limit to the number of late cancellation or ‘no-show’ occasions where 90% of the cost of the scheduled activity (total cost of planned support) is payable, however Klint and the participant will seek to understand the participants’ individual circumstances to assist in reducing these occurrences as part of our duty of care.

Locations

GLEN WAVERLEY

101 Springvale Road, Glen Waverley VIC 3150

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HIGHETT

Shop 3-4, 487 Highett Road, Highett VIC 3190

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HEIDELBERG

Cape Vue Building, Level 2/68 Cape St, Heidelberg VIC 3084

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