Consumer Complaints Management Policy and Procedure

More documents

Recommendations

Info

Appendix 7 Performance standards These performance standards are designed to ensure that the Commission’s consumer complaints policy and procedures are implemented effectively, in line with the Australian Standard Complaint Handling AS ISO 10002-2006. They are: Performance Standard 1. People with disability, their families, carers and/or advocates are informed about the consumer complaints policy and procedures and their right to raise any concern or complaint regarding the services they receive from the Commission. 2. People with disability, their families, carers and/or advocates are informed about external avenues of appeal. 3. All staff are informed of and familiar with the Consumer Complaints Management Policy and Procedure. 4. All Local Consumer Liaison Officers are provided with training on the Consumer Complaints Management Policy and Procedure. Key Performance Indicator • articles published in disAbility update and the LAC newsletter, at least twice a year; • brochures displayed at all the Commission’s offices; • eligibility determination coordinator provides all people assessed through eligibility determination with brochures; • policy, procedures and brochures available on the Commission’s website. • as above • information about the Health and Disability Services Complaints Office included in all correspondence (refer to Appendix 3) • directorates briefing sessions – one per year. • policy, procedures and brochures available on the intranet and internet. • training provided, as required. Target 100% 100% 100% 100% 100% Responsible Officer Consumer Liaison Officer Line Managers Senior Eligibility Coordinator Consumer Liaison Officer 100% 100% Complaint coordinators 100% 100% 100% Consumer Liaison Officer Consumer Liaison Officer Consumer Liaison Officer 100% Consumer Liaison Officer Consumer Complaints Management Policy and Procedure December 2011 27
Performance Standard Key Performance Indicator Target Responsible Officer 5. The complaint coordinator acknowledges receipt of the complaint within 24 working hours, and documents contact with the complainant. The complaint coordinator also documents the effort made to contact the complainant, in the event that contact could not be made with the complainant on a timely basis. 6. All complainants are informed of the outcome of their complaint within 10-15 working days, where possible 7. All complaints are documented and forwarded to the Consumer Liaison Officer. 8. The Consumer Liaison Officer records all complaints in a confidential database. 9. The Consumer Liaison Officer files each complaint on a restricted file. 10. The Consumer Liaison Officer provides a monthly report to the Director General and the Executive Directors. 11. The Consumer Liaison Officer provides an annual report to the Director General for inclusion in the Commission’s Annual Report, and a copy to all Executive Directors. 12. Complainant’s satisfaction with the complaint handling process. 13. The policy and procedures are reviewed every 2 years. • all contacts documented. • complaint resolved within timeframe; • complainants kept informed through the resolution process if timeframe longer. • all documents forwarded to the Consumer Liaison Officer. • all complaints recorded on database. • complaints filed on restricted file. • reports submitted on time. • report submitted on time. 100% Complaint coordinators 100% 100% Complaint coordinators 100% Complaint coordinators 100% Consumer Liaison Officer 100% Consumer Liaison Officer 100% Consumer Liaison Officer 100% Consumer Liaison Officer • satisfaction with process. 85% Complaint coordinators • policy reviewed. 100% Consumer Liaison Officer Consumer Complaints Management Policy and Procedure December 2011 28
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 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: Lower Great Southern LAC Area Manag
Page 31: Appendix 9 The Western Australian C

Consumer Complaints Management Policy and Procedure

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?