Independently You is Part of The Brolly Sheets Group
Code of Conduct & Your Rights
Independently You is part of The Brolly Sheets Group. Brolly Sheets is a registered provider to the NDIS and works within the NDIS code of conduct which requires us to respect and uphold participants rights to safe and quality support and services.
Under the NDIS Code of Conduct we (both our company and our employees) are required to:
- Act with respect for your individual right to freedom of expression, self-determination, and decisions-making in accordance with relevant laws and conventions
- Respect the privacy of people with disability
- Provide supports and services in a safe and competent manner with care and skill
- Act with integrity, honesty and transparency
- Promptly take steps to raise and act on concerns about matters that might have an impact on quality and safety of supports provided to people with disability
- Take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect and abuse
- Take all reasonable steps to prevent sexual misconduct
If you would like to make a complaint please see our complaint processes below.
Advocacy
Sometimes you may need help with your NDIS access request. Some people may find it hard to speak up about what they want or need. An advocate is someone who will speak, write or act on your behalf in order to promote, protect and defend your rights. An advocate, is someone can participate in phone calls and meetings with you. They could be, a family member, a friend, a carer, worker or someone who has been engaged to act on your behalf, may be referred to as an individual advocate (ie, they support your self-advocacy). Self-advocacy is where you have the confidence to speak or act on your own behalf to improve your quality of life. It is where you can explain your own needs and wants and make informed decisions about the supports you need
Independently You and Brolly Sheets is happy for you to have an advocate represent you, in any discussion or communication with us. While working with your advocate we will always respect your privacy.
Complaints Processes
Complaints and other feedback from our customers are an important part of ensuring that Independently You and Brolly Sheet services and products continue to exceed your expectations. From the NDIS perspective a “complaint is when someone expresses dissatisfaction with an NDIS support or service”.
If you would like to make a complaint about Independently You or Brolly Sheets you are welcome to take advantage of our complaints process. See further down the page.
In addition to our own complaints processes, complaints can also be raised with the NDIS Commissioner. The NDIS Commission can be reached by phoning: 1800 035 544 or TTY 133 677. Through the National Relay Service or by Completing the Commission’s complaint contact form. Independently You staff may also assist in communicating with the Commissioner.
In addition to our obligations to all our customers, including those mentioned on our Terms & Conditions, Privacy & Guarantee pages of our website, NDIS Participants are subject to an additional level of oversight by virtue of funded by the NDIS.
We have a responsibility to ensure that the anyone raising a complaint, is not adversely affected by raising the complaint and the information that is provided is kept confidential unless disclosure is required by law or other authority.
Our complaints management and resolution system aims to ensure that people can easily make a complaint and that all complaints are dealt with fairly and quickly.
Complaints can be made via any medium, that the participant (or their carers, supporters and other affected parties) chooses. Examples of this include;
Telephone: 1800 809 849
You can talk to one of our customer service team or ask for either of the directors: Glenn Hawes or Diane Hurford.
Email:
Customer service team: Info@IndependentlyYou.com
Directors: Glenn Hawes: Glenn@IndependentlyYou.com
Diane Hurford: Diane@IndependentlyYou.com
Letter:
Please write to our Head Office in New Zealand
Brolly Sheets Ltd
PO Box 302393
Rosedale
Auckland,
New Zealand 0632
Instant Message or Facebook Message us through our social media pages or via the contact us page.
A complaint can be made anonymously at the sole choice of the participant raising the complaint. If the complaint is anonymous, then some of our obligation to provide updates are reduced. But all complaints are to be acknowledged (if possible), investigated in a timely manner and a fair resolution arrived at for the complainant.
We keep the information about your complaint in the strictest confidence. We maybe required to report to the commission periodically, statistics about the number and type of complaints that we have received.
If you are dissatisfied with the manner that we have addressed your complaint, please do share your concerns with us. Or alternatively you may contact the commission.
Service Agreement
The on-going nature of the relationship between Independently You (part of The Brolly Sheets Group) and its customers is based on any orders placed for the products which Independently You sells. Any order that is made is subject to our terms and conditions . For most of our customers, placing an order and receiving a confirmation of the products ordered is adequate to enable them to manage their NDIS plan. However, NDIS participants are entitled to a written service agreement.
A Service Agreement is a separate document that outlines the products being provided and describes the responsibility of the Provider and the Participant. Independently You can, on request, provide you with a written and signed service agreement. You will need to let us know that you require an agreement and which products the agreement is to cover. We will send you our signed agreement, which you will need to sign and return to us.
Developing a service agreement is a process with requires collaboration between the Provider and Participant. You will have the opportunity to comment on the terms included in our agreement. Or if you have an agreement that you have used with another provider, you could send us that form for our consideration.
To see a copy of the Independently You Service Agreement form, please click here.
