Our policies, procedures and ways to provide feedback
Customers are really important but so are our team. We take our HR responsibilities seriously and upskill our staff to be able to make the most of their roles. All our staff in contact with NDIS participants are also screened and complete the recommended online training to protect you, to protect us and to protect the supply of ongoing services.
Customers may want to provide feedback or make a complaint about the services provided by Blind Freddy e-Bikes. It is important to us that you feel supported to be able to provide this feedback. Blind Freddy e-Bikes is committed to a positive complaints culture and making things better for our customers. To provide your feedback, please complete the form above or send an email to firstname.lastname@example.org
Management of Incidents at Blind Freddy e-Bikes
We have an Incident Management Policy and Procedure, which complies with the NDIS Practice Standards. We are committed to informing our customers and their families and/or support persons involved in any incident at every step, where relevant, in the process including how you may be involved in the management and resolution of the incident. We will provide a written summary for our families regarding the outcome when requested and our staff receive information and training in our incident management processes. If the incident is critical or serious and requires a report to the NDIS Commission, Blind Freddy e-Bikes will report that incident within a 24 hour period as required by legislation. We will provide a copy of our Incident Management Policy if required or requested.
Blind Freddy e-Bikes encourages feedback. We know that sometimes this is not always positive. We urge you to speak with us if any aspect of our service is not as you would hope. We also realise that complaints may need to be handled discreetly and we have a complaints policy which complies with the NDIS (Complaints Management and Resolution) Rules 2018 for the complainant and for the service provider. All BFeBIkes staff comply with the NDIS Code of Conduct and receive training and information in complaints management and resolution.
NDIS Quality and Safeguards Commission
The NDIS Quality and Safeguards Commission is an independent Commonwealth agency established to improve the quality and safety of NDIS supports and services. The Commission registers and regulates NDIS providers to provide national consistency, promote safety and quality and respond to concerns and complaints about NDIS supports and services.
We take safety seriously at Blind Freddy Electric Bikes. We have a full risk management process for the handling of lithium ion batteries to safeguard our staff and our customers.To find out how we treat such issues, please read our risk management process and as part of our incident management process. Blind Freddy Electric Bikes maintains appropriate insurances for our business.