NDIS Incident Management and Reportable Incidents

At Glide Products, we are committed to upholding the highest standards of safety, accountability, and quality in providing supports and services to individuals with disabilities. Below is an overview of how we manage and report incidents in compliance with the National Disability Insurance Scheme (NDIS) guidelines.

We prioritize the safety and well-being of participants receiving our services. As a registered NDIS provider, we adhere to strict incident reporting requirements, ensuring transparency and prompt action to safeguard all involved.

 

What is a Reportable Incident?

A reportable incident is any event that occurs in connection with our services and involves:

  • The death or serious injury of a person with a disability.

  • Abuse or neglect of a person with a disability.

  • Unlawful physical or sexual contact or misconduct against a person with disability

  • The use of unauthorized restrictive practices.

If such incidents occur, they are promptly reported to the NDIS Quality and Safeguards Commission.

Timeframes for reporting

  • Incidents such as death, serious injury, abuse, or misconduct are reported within 24 hours.

  • Unauthorised restrictive practices without harm are reported within five business days.

These timelines ensure swift action and resolution.

 

Supporting Participants

In the event of an incident, our primary goal is to ensure the health, safety, and well-being of the person impacted. To achieve this, we:

  • Provide immediate safety measures to protect individuals from further harm.

  • Engage emergency services if there is an ongoing danger or a criminal offense has occurred, including contacting police or ambulance services.

  • Offer emotional and practical support, including access to advocacy services where required.

  • Respect the individual’s decisions, such as their choice to participate or not in any interviews or investigations.

  • Communicate openly with the impacted person to address their concerns and inform them of available support options.

 

Glide Products ensures all incident-related information is securely stored and handled with the utmost confidentiality. We are dedicated to delivering exceptional services while maintaining a safe and respectful environment.

For more information, visit Reportable incidents | NDIS Quality and Safeguards Commission

Complaints Management and Resolution Policy

At Glide Products, we value feedback from our customers, stakeholders, and the wider community. Your input allows us to continuously improve and deliver the highest standards of service and product quality.

We understand that concerns or issues may arise, and we are committed to addressing complaints promptly, professionally, and effectively.

What Is a Complaint?

A complaint is an expression of dissatisfaction related to our products, services, or operations. This includes issues with customer service, product quality, delivery, or any other aspect of your experience with Glide.

Our Commitment

  • Our goal is to resolve complaints during the first point of contact wherever possible.

  • Our staff are trained and authorized to handle most concerns on the spot. If required, issues will be escalated to ensure resolution.

  • Every complaint is an opportunity to improve. Your feedback helps us refine our processes, products, and services.

How to Lodge a Complaint?

We offer multiple channels to ensure you can reach us in a way that suits you:

Phone: by calling the office on (08) 9345-3400

Email: email us at glidehr@glide.com.au

Website: download the form from our website at www.glide.com.au

In Person/ Written Letter: 66, Prindiville Drive, Wangara, 6065.

NDIS complaints: Feedback and complaints | NDIS

Anonymous complaints: Anonymous or confidential complaints should be made by phone by using a fake name (pseudonym) so we can check our understanding of the complaint issues and discuss the limitations we may face in progressing the matter.

Our Process

1.      Complaints are acknowledged within 3 business days of receipt, with an estimated timeframe for resolution provided.

  1. Resolution Timeline may take from 5 business days to 15 business days depending on the complexity of the complaints received.

3.      If dissatisfied with the outcome, you may request for review by emailing us to glidehr@glide.com.au. Submit your request within 20 business days of receiving our decision.

All complaints are handled confidentially and stored securely in compliance with legal requirements. Personal information is used solely for resolving complaints.

By sharing your concerns, you help us enhance our operations and ensure we continue to meet your expectations. Thank you for giving us the opportunity to improve.

 

 

Work Health, Safety, and Environment Policy

Health, safety and caring for the environment is more than a priority at Glide Products (the Company), it is the centre point of every facet of the company's operations. We will as far as be reasonably practicable, take all possible measures to remove or where not reasonably practicable, reduce risks to the health, safety, and welfare of workers, authorised visitors and anyone else who may be affected by our operations.

Our commitment

·       We prioritize the safety of everyone who interacts with our products or services, ensuring compliance with the Work Health and Safety Act 2020, Work Health and Safety (General) Regulations 2022 and as far as practicable the approved Codes of Practice and Australian Standards.

  • Glide Products actively reduces its environmental impact by integrating sustainable practices into all stages of our operations, from manufacturing to delivery.

  • We openly communicate our safety and environmental measures, encouraging feedback and collaboration with stakeholders to continually improve.

  • Our products are designed and manufactured with a focus on safety, reliability, and minimising environmental impact.

How we achieve this?

  • Identifying and addressing risks to protect our customers and the broader community.

  • Setting measurable goals to enhance safety performance and reduce environmental impact.

  • Providing guidance to stakeholders on the safe use of our products and services.

  • Working with suppliers and partners who share our commitment to safety and environmental care.

Glide Products is dedicated to fostering a culture of safety and sustainability. We aim to provide stakeholders with peace of mind, knowing our operations prioritize the well-being of people and the planet.