Consumer Complaints Management Policy and Procedure

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Consumer Complaint Data Form Confidential – not to be placed on client file Part 1 – Complaint Details Consumer Surname Address Given name Postcode D.O.B Gender Male Female Phone no. Home Other DSC File No. Complainant (i.e. person lodging the complaint, if different from above) Surname Given name Address Phone no. Home Other Relationship to consumer (please mark appropriate box): Parent Carer Other relative Guardian Advocate/Friend Member of public Organisation Postcode Complaint under Carers Recognition Act Yes No DSC Complaint Coordinator (i.e. the staff member managing the complaint) Name Phone Date complaint Date complaint received closed Complaint Area (please tick appropriate box) Local Area Coordination Statewide Specialist Services Accommodation Eligibility Other (please specify) Policy and Strategy Service Contracting & Development Community & Sector Development Corporate Services Brief description of complaint Please notify the CLO of any new complaints before the end of each month. Consumer Complaints Management Policy and Procedure December 2011 17
Standard to which the complaint relates (please mark appropriate box/es) 1. Service Access 2. Individual Needs 3. Decision Making & Choice 4. Privacy, Dignity & 5. Participation & Integration Confidentiality 7. Complaints & Disputes 6. Valued Status 8. Service Management 9. Protection of Human Rights & Freedom from Abuse & Neglect Classification of Complaint (please mark appropriate box/es) Funding policy Quality of service Resident conduct Other (please specify) Lack of resources Staff conduct Communication Service eligibility Co-resident conduct Part 2 – Outcome of Complaint Outcome (please mark appropriate box) What was the outcome from the point of view of the complainant? Resolved Withdrawn Partly resolved Referred to another complaint avenue Was the complainant satisfied with the handling of the complaint? Yes No Unknown Was the complainant satisfied with the outcome of the complaint? Yes No Unknown What was the remedy? Apology Discipline Referral Service modified Other (please specify): Apology-explanation Explanation Service increased Service withdrawn Unresolved Unknown Decision changed Policy changed Service improved System changed Give brief details of any service/system improvement resulting from this complaint: Complaint coordinated/resolved by (please mark appropriate box) Director General Consumer Liaison Officer Other staff member Local Consumer Liaison Officer Line Management (Supervisor, Coordinator, Manager, Executive Director) Consumer Complaints Management Policy and Procedure December 2011 18
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 and 16: 4. Procedural fairness In the resol
Page 17: Informing consumers about the compl
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

Consumer Complaints Management Policy and Procedure

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