Consumer Complaints Management Policy and Procedure

Appendix 5
Summary of staff roles in complaint management
1. Direct service providers
(a)
(b)
(c)
(d)
Knowledge of the Commission’s complaints management procedures, Local
Consumer Liaison Officers, Consumer Liaison Officer and consumer complaints
brochures.
Endeavour to resolve any concerns raised at the direct service provision level
utilising an interpreter or other culturally appropriate supports when necessary.
Inform complainant of complaint resolution process, utilising an interpreter or other
culturally appropriate supports when necessary, if concerns cannot be resolved at
direct service provision level.
Arrange for a Local Consumer Liaison Officer, other manager or the Consumer
Liaison Officer to contact consumers or carers who wish to pursue a formal
complaint.
2. Local Consumer Liaison Officers (LCLOs) and other line managers
(Note: LCLOs are staff, usually managers, nominated by their Executive Director to
handle complaints at the local level).
(a)
(b)
(c)
(d)
(e)
Ensure consumer complaint pamphlets are displayed and available in a range of
formats to consumers at service outlets.
Ensure that consumers are provided with information about the consumer
complaint process during periodic service plan reviews.
Handle complaints raised by people with disability, their families, carers and/or
advocates if their concerns are not resolved directly with staff who provide the
service (note: line managers should not handle complaints in which they may have
a conflict of interest).
Clarify and investigate complaints and make regular progress reports to the
complainant until the matter is resolved.
Record complaint on the Consumer Complaint Data Form and forward to the
Consumer Liaison Officer (CLO) together with other complaint documentation for
data collection and confidential document storage. (Note: the Data Form is
available at Appendix 1 and on the intranet).
3. Executive Director
(a)
(b)
(c)
(d)
Management or delegation of serious complaints.
Internal review of complaints when requested.
Responsibility for quality, consistency and effectiveness of complaints
management in region or directorate.
Ensure data on all formal complaints is submitted to the Consumer Liaison Officer
for central collation and confidential storage.
Consumer Complaints Management Policy and Procedure December 2011 23