Consumer Complaints Management Policy and Procedure

3.2 Stage 2: Formal complaint – internal process
3.2.1 Standard complaint handling
1. Preliminary assessment of a complaint
1.1 Is the complaint within DSC’s No
jurisdiction?
Redirect to appropriate agency or redirect to CLO
for advice.
Yes
go to 1.2
1.2 Is the complaint within the staff
member’s area of
responsibility? Note that
serious complaints - see 2.2
and 3.22 – should be referred
to the appropriate Executive
Director)
1.3 Is the complainant the client
affected or an interested party
(ie. family member, carer,
friend, advocate or
organisation)?
1.4 Is the complaint sufficiently
clear with respect to the nature
of the complaint and the
solutions sought? Document
complaint issues and ask
complainant to sign; provide
copy to complainant.
1.5 Has the complainant been
advised how the matter will be
followed up, any limitations to
providing the solutions sought,
and the expected timeframes
for providing feedback and
resolving the complaint?
1.6 Does the complainant
understand the complaint
process?
No
Take the complainant’s contact details.
Immediately refer to the appropriate line manager,
or the CLO. Inform the complainant of name of
staff member who will contact them.
Yes
go to 1.3
No
Establish if complainant has appropriate authority
to lodge the complaint. Seek advice from the CLO
if necessary.
Yes
go to 1.4
No
Further clarification with complainant as necessary.
Is additional assistance required for cultural or
language reasons? Obtain appropriate support.
Clarify and document.
(Appendix 2: Complaint report)
Yes
go to 1.5
No
Clarify with complainant. Is additional assistance
required for cultural or language reasons? Obtain
appropriate support.
Yes
go to 1.6
No
Clarify with complainant. Is additional assistance
required for cultural or language reasons? Arrange
accordingly. Ensure the complainant has a copy of
the Complaints Policy or knows how to access one.
Yes
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