Consumer Complaints Management Policy and Procedure

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7. Documentation of complaints (a) (b) (c) (d) All Stage 2 and Stage 3 complaints (including ministerials) must be recorded. For each complaint received, the complaint coordinator completes the Commission’s consumer complaint data form and forwards it to the Consumer Liaison Officer for central complaints data collation. (Note: the data form is available at Appendix 1 or on the intranet). All forms are to be forwarded at the end of each month. The Consumer Liaison Officer submits monthly reports to the Director General and Executive Directors on the number of complaints received, nature of complaint and outcome. The CLO will follow up with the complaint coordinator any open cases. To preserve client confidentiality, present and future, the term complaint should not be used on the main client file. ‘A report is contained on the Consumer Liaison Officer’s restricted file’ should be the only reference that goes onto a client’s main file. The complaint report and associated paperwork must be forwarded to the Consumer Liaison Officer, who will arrange for Records to create a Restricted File for confidential storage of the complaint documentation. If the complaint coordinator has recommended some systems change or corrective action, appropriate steps should be taken to have these implemented. In some cases, the complaint coordinator may need to prepare a briefing paper or draft policy for presentation via the Executive Director to Corporate Executive. 8. Complaints about disability sector organisations Where consumers report a complaint about a Commission-funded disability sector organisation: • staff should inform complainants that the Commission requires disability sector organisations to have consumer complaint procedures, and these should be followed • if the complaint cannot be resolved using the organisation’s complaints procedures, or if the consumer believes that an independent review is necessary, the complaints provisions in Part 6 of the Disability Services Act (1993) are available. The consumer contacts the Director of the Health and Disability Services Complaints Office and asks to make a complaint under the provisions of Part 6 of the Disability Services Act (1993). 9. Brochures • Help us to help you – is a pamphlet which describes the complaints process • How to have your say – this booklet provides information on avenues for registering a complaint about any of the services provided to people with disability. The brochures may be available in or translated to other languages or accessible formats upon request to the Policy and Strategy Directorate. Consumer Complaints Management Policy and Procedure December 2011 15
Informing consumers about the complaint process • Local Area Coordinators provide the Commission’s consumer complaint brochures to new clients and discuss the complaints process within three months of the commencement of the service. • Line managers ensure that consumer complaint brochures are displayed and available to consumers at Colin Street head office, Accommodation, Statewide Specialist Services and LAC offices. • LAC Regional Managers ensure that articles about consumer complaint processes are published at least annually in LAC newsletters. • The Senior Eligibility Coordinator mails the Commission’s consumer complaints pamphlets with the eligibility letter for new clients with an intellectual disability or autism spectrum disorder. • The Consumer Liaison Officer ensures that the consumer complaint brochures are available to consumers on the Commission’s website, and available to staff on the intranet. Consumer Complaints Management Policy and Procedure December 2011 16
Page 1 and 2: Disability Services Commission Cons
Page 3 and 4: Disability Services Commission Part
Page 5 and 6: 6. Implementation Executive Directo
Page 7 and 8: Disability Services Commission Part
Page 9 and 10: 3. Complaints management stages The
Page 11 and 12: 3.2 Stage 2: Formal complaint - int
Page 13 and 14: 3. Documentation 3.1 Have you docum
Page 15: 4. Procedural fairness In the resol
Page 19 and 20: Standard to which the complaint rel
Page 21 and 22: Appendix 2 Consumer Liaison Service
Page 23 and 24: Appendix 4 Complaint action plan/re
Page 25 and 26: 4. Consumer Liaison Officer (CLO) (
Page 27 and 28: Lower Great Southern LAC Area Manag
Page 29 and 30: Performance Standard Key Performanc
Page 31: Appendix 9 The Western Australian C

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