top of page

Scarlet Row Policies and Procedures

Welcome to our Policies and Procedures page. Here, you will find important information regarding some of our operational guidelines, standards, and practices. We aim to provide transparency and clarity in our processes, helping you understand how we conduct our business and serve our community.

Please take a moment and click this link to review information about our complaints and incidents policy to stay informed and engaged, if you have a complaint or issue, please give us the opportunity to work with you to resolve the problem.

Complaints Policy

We welcome your feedback.

​

At any time, you can submit a complaint, provide a compliment or offer a suggestion to help us improve our service. There are a few ways you can do this.

​

If you are worried about the quality or safety of the NDIS supports or services you are receiving, you can make a complaint to the NDIS Quality and Safeguards Commission

​

You can raise a complaint to the business by one of the following ways:

  • Reporting it directly to a staff member.

  • Completing a feedback form available on our website.

  • Writing to us at 194 Varsity Pde, Varsity Lakes, QLD 4218

  • Telephone - 1300 393 414

  • Emailing admin@scarletrow.com.au

Click this link to see our procedure on how to make a complaint.​

Click this link to download a complaint form to submit.

Click this link if you would like to view our Complaints Management and Resolution Policy.

​

You can make an enquiry, provide feedback or raise a complaint through the NDIS by:

Click this link​ to download a NDIS complaint form to submit through NDIS.

​

  • Online: Feedback form or live chat

  • Email: enquiries@ndis.gov.au

  • Phone: 1800 800 110 (NDIS National Contact Centre), Monday – Friday 8am to 8pm

  • In person: by visiting an NDIS office, Local Area Coordinator (LAC) or Early childhood (EC) partner

  • Mail: NDIA, GPO Box 700, Canberra ACT 2601.

  • If you need an interpreter, call the Translation and Interpreting Service (TIS) on 131 450 and ask to be connected to the NDIS

  • If you have hearing or speech loss, contact TTY on 1800 555 677 or the National Relay Service on 1800 555 727.

​

​

Feedback

We are always happy to hear how we can improve services to you.

We would love to hear if we are doing a good job or if we could do things better.

If you have any input, please take the time to fill in this form (it can be anonymous if you like) and we will do our best to consider any feedback to improve our services to you.

Add your name here, if you want to remain anonymous, please leave blank.

If you would like us to follow up with you via email, add your email address.

If you would prefer to have us contact you by phone, add your number here.

Dropdown

Please choose the type of feedback you would like to give.

What would you like to say? 500 char limit.

Incident Policy

At any time, if an incident has occurred, you can, and should, inform us of the incident. 

​

Reportable incidents are serious Incidents that must be reported to the NDIS Quality and Safeguards Commission, and include incidents or alleged incidents which result in harm to an NDIS participant, and occur in connection with NDIS supports and services.

​

Specific types of reportable incidents include:

  • The death of a person with disability.

  •  Serious injury of a person with disability.

  •  Abuse or neglect of a person with disability.

  •   Unlawful sexual or physical contact with, or assault of, a person with disability (excluding, in the case of

  • unlawful physical assault, contact with, and impact on, the person that is negligible).

  •   Sexual misconduct committed against, or in the presence of, a person with disability, including grooming o the person for sexual activity.

  • The use of a restrictive practice in relation to a person with disability, other than where the use is in

  • accordance with an authorisation (however described) of a State or Territory in relation to the person or a behaviour support plan for the person.

  • Other incidents may require reporting to other agencies, for example:

  • data breach or breach or personal information (OAIC)

  • Injury or death of a worker while on duty (local state or territory WHS authority).

  • Any incident involving crimes such as assault, theft and fraud must be reported to police.​

 

In the first instance you can notify us of an incident by one of the following ways:

  • Reporting it directly to a staff member.

  • Completing an incident report form available on our website below.

  • Writing to us, 194 Varsity Pde, Varsity Lakes, QLD 4218

  • Telephone - 1300 393 414

  • Emailing admin@scarletrow.com.au

 

 

Click this link to see our Incident Management Policy and Procedure.​

Click this link to download an incident report form to submit.

​

​We will treat all reports seriously and respond to all reports of incidents according to our policies and procedures.

Scarlet Row PM logo2024-v2med.png

Click logo to return to main site

bottom of page