Quality, Feedback & Complaints
HenderCare Foundation operates on a model of continuous improvement. Supported by a comprehensive Integrated Management System (IMS) and operating under all relevant standards, we encourage and welcome feedback in order to help us improve on the quality of our service delivery.
Standards and accreditations
The Foundation delivers residential care services for children and young people; each house is subject to licensing approval, compliance and monitoring by the Department for Child Protection as a Children’s Residential Facility.
Quality, safety, and the environment are high priorities for everyone at HenderCare Foundation. We recognise our responsibility to provide reliable, high–quality service to our clients.
We have implemented an Integrated Management System (IMS) that meets the requirements of quality, safety and environmental standards ISO 9001:2015, ISO 45001:2018 and ISO 14001:2015.
We believe our IMS produces efficient and effective execution of works by minimising and, where possible, preventing risk of errors in service provision and workplace incidents.
Our IMS is monitored, audited and continually improved to ensure our service delivery constantly meets the highest measurable standard.
We have also achieved our Australian Community Industry Standard 2018 for ACIS. ACIS is the national quality management standard that specifically addresses the provision of attendant care services. It focuses on the key issues required to deliver high quality, individualised attendant care in the community. ACIS emphasises on choice, control and person–centred care.
Our IMS also reflects the NDIS Practice Standards, NDIS Code of Conduct and the Aged Care Quality Standards.
Feedback and Complaints
We always welcome feedback. This helps us review our policies, processes, instructions and performance to make sure we are always delivering quality services. Feedback can come from children and young people, their families, friends, members of the public, caseworkers, referring entities and HenderCare Foundation team members.
We always listen and make sure we action any feedback that requires us to make changes to a particular service or the overall system. This is part of our commitment to continuous improvement.
To make a complaint, please contact HenderCare:
- on 1300 764 433
- by emailing firstname.lastname@example.org
- through our website by clicking here
- in person at one of our offices; or
- by mail to Quality Department, GPO Box 2961, Adelaide SA 5001
For further information, please click here to view our Feedback and Complaints Procedure.
NDIS Quality and Safeguards Commission
- Phone: 1800 035 544
- Online: ndiscommission.gov.au
Australian Human Rights Commission
- Phone: 1300 656 419
Consumer and Business Services SA
Complaints to Consumer and Business Services SA can be lodged:
- Phone 13 18 82
- Online at cbs.sa.gov.au/
NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Consumer and Business Services SA provides information and advice and, in some cases, dispute resolution services for customer disputes under the ACL.