Number of complaints that are sitting unactioned
Dear NDIS Quality and Safeguards Commission,
I would like to see how many complaints regarding support providers are yet to be actioned and the dates these complaints extend to?
I would also like to see any guidelines on the triaging process undertaken when receiving complaints.
Yours faithfully,
Ivy
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we will respond to your enquiry within 5 business days.
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[1]www.ndiscommission.gov.au for information and resources.
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Dear Ivy,
Thank you for your email received by the NDIS Quality and Safeguards
Commission (NDIS Commission) on 22 September 2024, in which you requested
access to documents under the Commonwealth Freedom of Information Act 1982
(FOI Act).
Your request for documents
You have requested access to the following documents:
I would like to see how many complaints regarding support
providers are yet to be actioned and the dates these complaints extend to?
I would also like to see any guidelines on the triaging process undertaken
when receiving complaints.
Timeline
The statutory period for processing your request is 30 days commencing
from the day after your request was received. The due date for a decision
on access is 22 October 2024.
The 30-day period may be extended under certain conditions, for instance
where documents contain information regarding third parties and
consultation is required. We will advise you if this happens and of any
adjustment to the request due date.
Possible third-party consultation
Some documents that fall within the scope of an FOI request may include
the personal information of other individuals who are not the FOI
applicant. For instance, there may be names and contact information of
providers or their staff, or other participants, their carers or
representatives.
If you are not interested in obtaining access to third parties’ personal
information, you may agree to remove that information from the scope of
your request.
If consultation with third-parties is required for any documents in scope
of your request, can you please advise whether you consent to be
identified as the FOI applicant for the purposes of that consultation.
Your consent is voluntary, however it can assist third parties to form
their views on release if they can know who is requesting access to their
information.
If you are seeking access to documents that contain the personal
information of other individual/s, please provide a signed letter of
consent from the other individual/s to establish that you are authorised
to access their information.
Please note that processing of your request will continue, but the NDIS
Commission will not be able to release personal information without
receiving evidence of your identity, or the consent of any other
individual/s that may be required.
The NSID Commission’s Privacy Collection Statement and Privacy Policy
provide information about the collection and use of personal information
for agency purposes. In this instance, any personal information and
identity document you provide is only available to the FOI team, and any
documents you provide will be used to facilitate processing of your
Freedom of Information request.
Removal of irrelevant information
Section 22 of the FOI Act provides for the removal of material that is not
relevant to the scope of a request. Where you are not specifically seeking
personal information in the scope of your request, the personal
information of Commission staff below Senior Executive Service (SES)
level, and the personal information of other individuals will be treated
as irrelevant material and removed from the documents. We also propose to
remove duplicate documents and provide the final email in any email
chains.
Next steps
Can you now please respond to this email and
• advise whether you seek access to third parties’ personal
information, or whether you agree to the removal of third parties’
information from your request’s scope.
• confirm whether you consent to be identified as the FOI
applicant for the purposes of any third-party consultation that may be
required, and
• confirm that you do not seek the personal information of
staff below SES level and consent to the removal of duplicate documents
and the provision of the final email in any email chains.
Please provide you response by COB Monday 30 September 2024.
Please let us know if you have any questions about the FOI process or
would like to discuss this email.
Kind regards,
Deepika
Freedom of Information Unit
Legal Services and Internal Integrity Division
W: [1]www.ndiscommission.gov.au
E: [2][email address]
The NDIS Quality and Safeguards Commission acknowledges the traditional
owners of country throughout Australia and their continuing connection to
land, sea and community. We pay our respects to them and their cultures,
and to elders both past and present.
References
Visible links
1. http://www.ndiscommission.gov.au/
2. mailto:[email address]
Dear FOI (NDIS Commission),
I apologise for not responding prior to your requested deadline of 30 September 2024. I was in hospital undergoing a medical procedure and did not see this correspondence.
Regarding your request for clarification on the following;
“ • advise whether you seek access to third parties’ personal
information, or whether you agree to the removal of third parties’
information from your request’s scope.
• confirm whether you consent to be identified as the FOI
applicant for the purposes of any third-party consultation that may be
required, and
• confirm that you do not seek the personal information of
staff below SES level and consent to the removal of duplicate documents
and the provision of the final email in any email chains.”
1. My request does not seek detailed information regarding complaints. I have merely requested information on the NUMBER of complaints unactioned, and the Commission’s triaging process.
2. I do not consent to being identified as it is not relevant to my request.
3. I have not requested information regarding staff. Additionally I do not know what you mean by “SES level”. Could you please clarify?
Yours sincerely,
Ivy
Thank you for emailing the NDIS Quality and Safeguards Commission.
This inbox is monitored between 9 am and 5 pm (AEST), Monday to Friday and
we will respond to your enquiry within 5 business days.
Alternatively you can contact us on 1800 035 544, or visit the website at
[1]www.ndiscommission.gov.au for information and resources.
This is an automated email. Please do not respond.
References
Visible links
1. http://www.ndiscommission.gov.au/
Dear Ivy
Thank you for your email, your responses are noted.
To clarify your question about SES, it means Senior Executive Service. I note you are not seeking staff information in this FOI request, accordingly the personal information of Commission staff below Senior Executive Service (SES) level, and the personal information of other individuals will be treated as irrelevant material and removed from the documents.
Kind regards,
Deepika
Freedom of Information Unit
Legal Services and Internal Integrity Division
W: www.ndiscommission.gov.au
E: [email address]
The NDIS Quality and Safeguards Commission acknowledges the traditional owners of country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures, and to elders both past and present.
Dear Ivy,
Please find attached the decision made by the NDIS Quality and Safeguards
Commission (the NDIS Commission) in relation to your Freedom of
Information (FOI) request received by the NDIS Commission on 22 September
2024.
Should you have any queries, please contact the NDIS Commission by return
email.
Kind regards,
Deepika
Freedom of Information Unit
Legal Services and Internal Integrity Division
W: [1]www.ndiscommission.gov.au
E: [2][email address]
The NDIS Quality and Safeguards Commission acknowledges the traditional
owners of country throughout Australia and their continuing connection to
land, sea and community. We pay our respects to them and their cultures,
and to elders both past and present.
References
Visible links
1. http://www.ndiscommission.gov.au/
2. mailto:[email address]
Dear Ivy,
Please find attached the decision made by the NDIS Quality and Safeguards
Commission (the NDIS Commission) in relation to your Freedom of
Information (FOI) request received by the NDIS Commission on 22 September
2024.
Should you have any queries, please contact the NDIS Commission by return
email.
Kind regards,
Deepika
Freedom of Information Unit
Legal Services and Internal Integrity Division
W: [1]www.ndiscommission.gov.au
E: [2][email address]
The NDIS Quality and Safeguards Commission acknowledges the traditional
owners of country throughout Australia and their continuing connection to
land, sea and community. We pay our respects to them and their cultures,
and to elders both past and present.
References
Visible links
1. http://www.ndiscommission.gov.au/
2. mailto:[email address]