Consumer Complaints Management Policy and Procedure

More documents

Recommendations

Info

Table of Contents Page No. Part 1 - Consumer Complaints Policy 2 Part 2 - Consumer Complaints Procedure 1 Introduction 6 2 Complaint definition 6 3 Complaints management stages 8 4 Procedural fairness 14 5 Staff support 14 6 Confidentiality 14 7 Documentation of complaints 15 8 Complaints about disability sector organisations 15 9 Brochures 15 Appendices Appendix 1 - Consumer Complaint Data Form 17 Appendix 2 - Sample complaint report 19 Appendix 3 - Sample paragraph for complaint response re review and external independent help 20 Appendix 4 - Complaint action plan/record 21 Appendix 5 - Summary of staff roles in complaint management 22 Appendix 6 - Consumer Liaison Service – contact list 24 Appendix 7 - Performance standards 26 Appendix 8 - Complaints Management Standards 28 Appendix 9 - The Western Australian Carers Charter and meaning of ‘carer’ 29 Consumer Complaints Management Policy and Procedure December 2011 1
Disability Services Commission Part 1: Consumer Complaints Policy 2011 1. Keywords Consumer, complaint, dissatisfaction, concerns, Consumer Liaison Service, people with disability, carer, advocate 2. Policy statement The Disability Services Commission recognises and promotes the right of people with disability, their families, carers 1 and/or advocates to raise and discuss their concerns regarding the provision of services by the Commission. People with disability, their families, carers and/or advocates may feel vulnerable when making a complaint and negotiating a resolution. This feeling of vulnerability can be compounded for people from Aboriginal and culturally and linguistically diverse (CaLD) backgrounds. The principles of this policy are written within this context. The policy, which is outlined below, is in keeping with the Disability Services Act (1993), the Disability Services Standards and the Carers Recognition Act 2004. 3. Principles Principle 1: People with disability, their families, carers and/or advocates have the right to raise any complaints or concerns regarding any matter related to services provided by Commission staff, and to have their concerns investigated and resolved fairly and quickly. Principle 2: People with disability, their families, carers and/or advocates raising a complaint should be able to express their concerns and feel reassured that there will be no retribution. Principle 3: People with disability, their families, carers and/or advocates wishing to raise a complaint can do so at any level in the organisation. However it is generally preferable to resolve complaints at the level at which they occur, if possible. Principle 4: People with disability, their families, carers and/or advocates have the right to be informed about the internal and external avenues open to them to raise their concerns, and how their complaint will be handled by the Commission. 1 Carers are usually family members (but they may be a friend or neighbour) who provide ongoing support and assistance to a person, who may be a child or adult, who has a disability, a chronic illness, a mental illness or is frail and requires assistance with daily activities. See Appendix 9. Consumer Complaints Management Policy and Procedure December 2011 2
Page 1: Disability Services Commission Cons
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 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

Create successful ePaper yourself

Delete template?

Save as template?