The Lifetime Support Authority (LSA) is committed to managing and responding to all feedback, complaints and incidents involving Lifetime Support Scheme (LSS) participants quickly and effectively. Service providers can obtain information regarding our expectation in managing feedback, complaints and incidents below and in the “LSA’s Service Provider Guidelines for Managing Incidents or Complaints for Lifetime Support Scheme Participants” documents.
This information sets out our expectations of service providers in managing incidents/adverse events and does not replace individual agency incident management policies and procedures.
An incident is considered an event or circumstance, which could have, or did cause unnecessary negative impact on the health, safety or wellbeing of a LSS participant, LSA staff member and/or service providers, and/or negatively impact the reputation of the LSA.
Service providers should take immediate action to ensure the safety, health and wellbeing of the LSS participant, themselves and any other persons involved in the incident as soon as possible.
These actions may include, but are not limited to:
- contacting 000 Emergency Services
- providing first aid
- contacting the Mental Health Triage Service
- informing the LSS participant’s guardian.
Service providers must inform us as soon as possible, and at least within 24 hours of an incident occurring.
A complaint is considered an expression of concern, dissatisfaction or frustration with the quality, or delivery of services, policies, procedures or conduct of the LSA or contracted service provider where a response or resolution is explicitly or implicitly expected or legally required.
A LSS participant may make a complaint if they are not satisfied with a service or product funded by us. Complaints may be made by a LSS participant or someone acting on their behalf, or another service provider. The complaint may be made to us in the following ways:
- in writing
Service providers must inform us as soon as possible or within one business day if a complaint has been received relating to a service provided to a LSS participant. This includes complaints that have been resolved. All complaints must be summarised and emailed to LSAFeedback@sa.gov.au.
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