Stakeholder Feedback

Version: 10
Published: 29 Jul 2026, 10:44 AM Approved: 29 Jul 2026, Ben Barrie
Last edited: 29 Jul 2026, 10:42 AM Next review: 31 Dec 2027

Inviting and responding to Stakeholder Feedback is central to Humanity Health Group’s values and is essential to build better
relationships and services.

The Stakeholder Feedback Policy outlines the business commitment, objectives and expectations when it comes to Stakeholder
Feedback.
Governing regulations for this policy: Effective Complaint Handling Guidelines for NDIS Providers
Applicable processes for this policy: Feedback Management

1.0 Responsibilities

All staff must pass on feedback, even if it is a complaint about them, using the feedback system.
Risk Officer or Chief Governance Officer is responsible for responding to serious or governance related complaints
All Line Managers are responsible for responding to case-related complaints
Partnerships Managers are responsible for responding to ‘Business Customer’ complaints related to more than one case

2.0 Principles

Humanity Health Group are committed to the following principles when it comes to feedback:
Feedback is welcome and an opportunity to listen to and improve the relationship with a stakeholder
People who provide feedback have the right to do so, including with the support of an advocate or other support person
All staff are required to log feedback, even complaints about themselves
Positive feedback is celebrated with the team to boost morale and promote great work
Feedback, which could indicate misconduct or system weaknesses, is investigated
Investigation of complaints is an impartial process and all parties shall be invited to provide input
Feedback that results in the identification of a notifiable incident or misconduct may be reported to the appropriate
external body
The focus of complaint resolution is on finding a satisfactory outcome for the complainant, rather than determining who’s
version of events is correct.
On the other hand, in instances of serious complaint, the focus may be on factual investigation to ensure that we meet
regulatory and legal obligations.

4.0 How we Manage Feedback

Humanity Health Group has an established Feedback Management Process and System which is summarised for external
stakeholders.
Under the process:
1. Any person can provide feedback via a Humanity Health Group Staff Member or website
2. Feedback will be submitted into our feedback management system
3. The complaint it will be assigned to a Manager, a Partnerships Manager or the Governance team for management
4. The assigned person shall:
– investigate the feedback
– implement corrective actions
– recommending system improvements
– facilitate external notifications
– communicate with the complainant about the outcome (this may not include details of the outcome where this would
violate privacy of our staff).

5.0 Anonymous Feedback

Feedback can be provided anonymously by calling our customer support team on 1300 817 791 or via our websites including
https://humanityhealthgroup.com.au/contact/

Please note that if you wish to remain anonymous then this may reduce our capacity to clarify your concern, fairly investigate your
complaint and respond to your unmet need. For this reason we encourage stakeholders to consider disclosing their identify when
making a complaint.