Provider responsibilities

Help, safety and complaints

Draft controls
This preview is not an incident-reporting channel.Production contacts, hours, owners and reporting workflows remain a live-pilot gate.

Immediate danger

Call 000 now

Do not use a Kooee or wait for the provider queue when a person needs urgent help.

When something happens

Incident response

  1. Make people safe

    Call 000 for immediate danger, urgent medical care or a suspected crime. Do not wait for a Kooee response.

  2. Listen and protect privacy

    Take the person seriously, use their preferred communication and share details only with people who need them.

  3. Record and escalate

    Notify the named incident owner, preserve minimum necessary evidence and assess external reporting duties promptly.

  4. Keep the person involved

    Explain what happens next, offer an advocate and document actions, outcomes and service improvements.

Response boundaries

Kooee is asynchronous

  • A delivered Kooee is not proof it has been seen.
  • An acknowledgement means the named person can respond.
  • Provider hours and the queue owner must be published.
  • No silent forwarding or substitute recipient.
  • No emergency, clinical or monitoring promise.

Complaints

Keep the path independent

  • Accept complaints without requiring the assigned coach.
  • Offer accessible, child-friendly and anonymous options.
  • Allow a family member, friend or advocate to assist.
  • Protect against retaliation or loss of support.
  • Explain progress, outcome and review options.

The controlled pilot is non-NDIS and invite-only. Kooee does not claim NDIS approval, funding certainty, clinical benefit or emergency monitoring.