Consumer Complaints Management Policy and Procedure

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For data analysis and confidentiality in record keeping, please return the completed Complaint Data Form and all associated complaint documents to: Consumer Liaison Officer 2 nd Floor, 146-160 Colin St, West Perth 6005 Email: clo@dsc.wa.gov.au Fax: 9226 2313 Phone: 9426 9244 Please notify the CLO of any new complaints before the end of each month. Thank you for your assistance. Consumer Complaints Management Policy and Procedure December 2011 19
Appendix 2 Consumer Liaison Service Sample complaint report Client: (Name, DSC File No., D.O.B. contact details) Complainant: (Name and contact details) Date: (Name of complainant) raised the following issues (eg. during a home visit, a telephone conversation) on_________________ with (name of complaint coordinator) Complaint Background: (brief description of client’s circumstances and situation leading to complaint) Complaint Issues: (list the issues in dot point) Solutions Sought: (in dot points list the solutions the complainant is seeking to each of the issues listed above) Investigation/Action Taken: (describe the actions taken to follow up the concerns) Outcome/Resolution: (briefly describe the outcome of the complaint and any improvements implemented as a result) __________________________________ (Name of Complaint Coordinator) (insert date) Consumer Complaints Management Policy and Procedure December 2011 20
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 and 18: Informing consumers about the compl
Page 19: Standard to which the complaint rel
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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