Consumer Complaints Management Policy and Procedure

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.
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