Consumer Complaints Management Policy and Procedure

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Appendix 8 Complaints Management Standards 1. The Commission is committed to the following complaint handling standards: • Complaint Handling Australian Standard AS ISO 10002-2006 • Disability Services Standards, Standard 7: Complaints and Disputes 2. Consumers can expect the following specific standards, based on the Australian Standard: AS ISO 10002-2006 (a) (b) (c) (d) (e) (f) (g) (h) (i) (j) (k) Visibility. Information about how and where to complain is well publicised to consumers, carers, personnel and other interested parties. Accessibility. The complaints handling process is easily accessible to all complainants. This includes readily accessible information about the process, flexibility in the methods of making complaints and special arrangements and/or support for complainants with specific needs (including interpreters). Responsiveness. Receipt of each complaint is acknowledged to the complainant immediately. Complaints are addressed promptly, complainants are treated courteously and kept informed of the progress of their complaint through the complaints handling process. Objectivity. Each complainant is addressed in an equitable, objective and unbiased manner through the complaints handling process. Charges. Access to the complaints handling process is free of charge to the complainant. Confidentiality. Personally identifiable information concerning the complainant is available where needed, but only for the purposes of addressing the complaint within the Commission and is actively protected from disclosure, unless the complainant expressly consents to its disclosure. Investigation of complaints. Every reasonable effort is made to investigate all the relevant circumstances and information surrounding the complaint. Consumer-focused approach. The Commission adopts a consumer-focused approach, is open to feedback including complaints, and shows commitment to resolving complaints by its actions. Resolution of complaint. Following an appropriate investigation, the Commission offers a response, for example, correct the problem and prevent it happening in the future. The decision or action taken regarding the complaint is communicated to the complainant as soon as the decision or action is taken. Accountability. The Commission ensures that accountability for and reporting on the actions and decisions of the organisation with respect to complaints handling is clearly established. Continual improvement. The continual improvement of the complaints handling process and the quality of services is a permanent objective of the Commission. Consumer Complaints Management Policy and Procedure December 2011 29
Appendix 9 The Western Australian Carers Charter (Carers Recognition Act 2004 – Schedule 1) 1. Carers must be treated with respect and dignity. 2. The role of carers must be recognised by including carers in the assessment, planning, delivery and review of services that impact on them and the role of carers. 3. The views and needs of carers must be taken into account along with the views, needs and best interests of people receiving care when decisions are made that impact on carers and the role of carers. 4. Complaints made by carers in relation to services that impact on them and the role of carers must be given due attention and consideration. Meaning of “carer” Extract from Carers Recognition Act 2004 (1) Except as provided in subsection (2), a person is a carer for the purposes of this Act if he or she is an individual who provides ongoing care or assistance to — (a) a person with a disability as defined in the Disability Services Act 1993 section 3; (b) a person who has a chronic illness, including a mental illness as defined in the Mental Health Act 1996 section 3; (c) a person who, because of frailty, requires assistance with carrying out everyday tasks; or (d) a person of a prescribed class. (2) However a person is not a carer if he or she — (a) provides the care or assistance under a contract for services (other than an agreement entered into under the Disability Services Act 1993 section 25) or a contract of service; or (b) provides the care or assistance while doing community work as defined in the Volunteers (Protection from Liability) Act 2002 section 3(1). (3) A person is not a carer for the purposes of this Act only because — (a) the person is a spouse, de facto partner, parent or guardian of the person to whom the care or assistance is being provided; or (b) the person provides care to a child under an arrangement with the chief executive officer of the department principally assisting the Minister administering the Child Welfare Act 1947 in the administration of that Act. Consumer Complaints Management Policy and Procedure December 2011 30
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Consumer Complaints Management Policy and Procedure

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