Consumer Complaints Management Policy and Procedure

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2. Responding to the complaint 2.1 Initial acknowledgement of the complaint should be within 24 working hours. 2.2 All complaint contact and actions should be documented (see Appendix 4: Complaint action plan/record), including the initial contact with the complainant acknowledging their complaint. You must also document the efforts made to contact the complainant, in the event that contact could not be made with the complainant in a timely fashion. 2.3 The timeframe to respond will vary according to the complexity of the complaint. As a guide, 10-15 working days should be sufficient time to respond for most complaints. For longer complaints, keep the complainant informed of progress at least every 10 working days. 2.4 Investigate the complaint, checking the evidence (written information, discussion with relevant staff) relating to each issue. 2.5 Plan a response to address the complaint, seek senior management endorsement if necessary, and communicate proposed response to the complainant. Confirm response in writing if appropriate. 2.6 If the complainant is not satisfied, consider whether any other actions may be taken to resolve the matter. Inform the complainant of their right to have their complaint reviewed by the Consumer Liaison Officer, and the Health and Disability Services Complaints Office (refer to Appendix 3: Sample paragraph for complaint response). Consumer Complaints Management Policy and Procedure December 2011 11
3. Documentation 3.1 Have you documented all details of the complaint, from initial contact to resolution? Yes No Document all information (see Appendices 2 and 4 for optional templates) 3.2 Have you completed the Consumer Complaint Data Form? Yes No Complete Form 3.3 Have you forwarded the completed Consumer Complaint Data Form with the complaint documentation to the Consumer Liaison Officer? Yes No Send data form and documentation to Consumer Liaison Officer Note: ‣ please forward all forms, at the end of each month, even if the complaint has not been finalised. All other documents can be forwarded to the Consumer Liaison Officer upon finalisation. ‣ for confidentiality purposes, documents referring to a complaint ARE NOT kept on the client’s file. Make a note on the file, such as ‘a report is contained on the Consumer Liaison Officer’s restricted file’. 3.2.2 Process for handling serious complaints Serious complaints are defined in section 2.2. • An Executive Director or a nominee handles serious complaints. • Staff must refer to the appropriate Executive Director as soon as they recognise that the complaint falls into the serious category. • Documents and other evidence are placed in safe keeping as soon as the complaint is reported to the Executive Director. • The Executive Director may need to notify the Police or other relevant external bodies such as the Department for Child Protection, the Office of the Public Advocate, or a professional registration board. • Some serious complaints will require the Operational Procedures for Managing a Suspected Breach of Discipline to be followed, rather than the consumer complaint procedures. • The Director General signs the response to the complainant. Consumer Complaints Management Policy and Procedure December 2011 12
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Consumer Complaints Management Policy and Procedure

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