QUALITY ASSURANCE

At Northern Rivers Navigation, our commitment to quality is reflected in every aspect of our work.

We prioritise the safety, professionalism and continuous development of our team to deliver the highest standards of support to our clients.

To uphold our quality we:

-Maintain Current Certifications

Each team member holds a valid Working with Children Check and an up-to-date Police Check, ensuring the safety and trust of communities we serve.

-Meet NDIS Practice Standards

Our services align with the NDIS Practice Standards, ensuring that we consistently meet the rigorous expectations set by the NDIS for quality and accountability.

-Provide Professional Supervision

We offer structured supervision to all our psychosocial recovery coaches and support coordinators, fostering a supportive environment for personal and professional growth.

-Engage in External Supervision

Lead recovery coaches receive external supervision, enabling them to reflect, refine and advance their skills under the guidance of experienced professionals.

By integrating these quality measures, Northern Rivers Navigation upholds a commitment to excellence, ensuring our clients receive reliable, compassionate and effective support.

At Northern Rivers Navigation, we are committed to provide high-quality, respectful support. We value open communication and strive to address any concerns promptly and effectively. If an issue arises regarding your support, please follow the steps below to ensure your feedback is heard and resolved:

  • Speak Directly with Your Recovery Coach or Support Coordinator

    We encourage you to first discuss any concerns with your assigned recovery coach or support coordinator. Open communication can often resolve issues quickly and provide clarity.

  • Contact Our Team

    If further assistance is needed or if you prefer to speak with someone other than your immediate support provider, please reach out to another member of our team at hello@northernriversnavigation.com.au, and we will connect you with someone who can help.

  • Escalate to your Local Area Coordinator (LAC)

    If the issue remains unresolved, you may choose to discuss your concerns with your Local Area Coordinator (LAC) for further guidance and support.

  • Reach Out to the NSW Ombudsman

    For additional assistance or to lodge a formal complaint, you may contact the New South Wales Ombudsman. You can complete the online form available on their website or call them directly at (02) 9286 1000

    We take every complaint seriously and are committed to addressing your concerns with integrity and respect.