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Policy

Continuous Improvement Policy & Procedure

Version 1.0 · Last updated: 30 July 2026· Reviewed annually

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1. Purpose

Guidance to Independence Pty Ltd is committed to continuous service improvement. Continuous improvement requires a deliberate and sustained effort and a learning culture — it is results-driven, with a focus on both strengthening service delivery and improving individual outcomes for participants.

This policy supports GTI in meeting the NDIS Practice Standards and Quality Indicators, and applies across all aspects of our business operations.

2. Scope

All staff — whether permanent or casual — contractors, volunteers, and business partners are responsible for monitoring how well GTI's services and supports are functioning, and for contributing to continuous improvement.

3. Key Definitions

Continuous improvement

A formal, cyclical process of identifying opportunities for improvement, collecting and analysing data, deciding on a new approach, implementing changes, and evaluating their effectiveness.

Internal auditing

An independent, objective assurance activity that helps GTI evaluate and improve the effectiveness of its quality management system.

Corrective action

An action or plan created by management to address a non-conformance.

Performance measures

Numerical indicators of how well GTI is carrying out its work — e.g. participant satisfaction, timeliness, financial health, staff morale, and achievement of positive outcomes for participants.

4. Our Continuous Improvement Cycle

GTI's quality system is based on a five-step cycle:

1

Identify areas for improvement

From stakeholder feedback, complaints, risk assessments, incident management, and changes in legislation.

2

Plan improvement

Analyse identified risks, incidents, feedback and current practices; set goals and an action plan (policies, practices, staff training).

3

Approval for improvement

Review against the Continuous Improvement Register; approve the plan of action.

4

Implement planned improvement

Adjust policies and practices, train and inform staff, implement the change.

5

Review planned improvement

Gather evidence on implementation, determine whether goals were met, identify any further action needed, and inform management of the outcome.

5. Our Principles

  • All services, processes and procedures are held to the highest standard we can achieve
  • Services are regularly reviewed and measured for quality and effectiveness
  • All staff and participants are encouraged to provide feedback on improving service delivery
  • Participants are involved in all decision-making processes that affect them
  • Participants, families, and advocates provide valuable insight into service effectiveness, gaps, and ideas for innovation
  • A quality learning culture ensures everyone contributes to service quality, regardless of role
  • Planning, resource allocation, risk management, and reporting are integrated and support GTI's mission and vision

6. Sources of Data for Continuous Improvement

6.1 Legislative and Regulatory Change

GTI's management stays informed of regulatory and legislative changes through government, industry and association information channels, and through conferences, networking, and ongoing training. Policies and procedures are reviewed on an ongoing basis to ensure compliance, with version control ensuring current documents are available to staff and participants.

6.2 Feedback and Evaluation

  • GTI conducts formal surveys at least annually to gather feedback from participants, families, and advocates
  • Participants and the community are supported and encouraged to give feedback through meetings and reviews
  • Staff surveys are conducted annually and during annual performance reviews, covering morale, understanding of GTI's policies, operating environment satisfaction, training needs, and commitment to our values
  • Feedback is incorporated into the Continuous Improvement Plan Register

6.3 Internal and External Audits

GTI conducts periodic internal audits to check that its quality management system conforms to relevant standards and has been effectively implemented and maintained. Data from audits is used to ensure corrective actions are recorded, verified, and closed out.

6.4 Complaint Management

  • All complaints are investigated to determine root causes and required improvements
  • Management reviews complaints at least every six months to ensure the complaint-handling process follows GTI's policy
  • The CEO (or their delegate) reviews the entire complaint-handling system annually, analysing complaint data for trends or patterns of ongoing concern

6.5 Incident Reporting

The CEO (or their delegate) is responsible for reviewing all incidents, including those recorded in the Incident Register, to identify issues, trends, or patterns of ongoing concern — feeding directly into the continuous improvement system.

6.6 Unsolicited Feedback

Every participant and staff member has the right — and is encouraged — to provide feedback and suggestions using the Complaint and Feedback Form, or via email or phone directly to the CEO. All suggestions are fully considered, and improvements implemented wherever possible.

7. How Improvements Are Communicated

Improvements are shared with staff and participants via:

  • Staff meetings
  • Emails
  • Subcontractor meetings
  • Updated policies and procedures
  • Direct information to participants

8. Monitoring

Continuous improvement processes are regularly audited as part of GTI's audit program. All staff, participants and stakeholders are encouraged to provide ongoing feedback. Document and version control is maintained through the Document Control Register, and new documents are distributed as required.

9. Roles and Responsibilities

  • CEO (Subrath Regmi): annual review of the complaint-handling system; review of incident data; oversight of continuous improvement outcomes
  • All staff, contractors, and volunteers: responsible for identifying improvement opportunities and monitoring how well services are functioning day-to-day

10. Related Documents

  • Complaint and Feedback Form
  • Anonymous Complaint and Feedback Form
  • Complaints Register
  • Continuous Improvement Plan Register
  • Governance and Risk Management Policy
  • Document Control Register
  • Hazard Report Form
  • Incident Register / Incident Report / Incident Investigation Form
  • Internal Audit Schedule
  • Risk Assessment Form / Risk Management Plan Register
  • Staff Training Record / Staff Training Plan / Training Register

11. Legislative References

  • Disability Services Act 1986 (Cth)
  • Privacy Act 1988 (Cth)
  • Work Health and Safety Act 2011 (Cth)
  • Disability Discrimination Act 1992 (Cth)
  • NDIS Practice Standards and Quality Indicators 2021

12. Contact Us

Guidance to Independence

General enquiries: info@guidancetoindependence.com.au · 0421 007 153

Website: www.guidancetoindependence.com.au