Consumer Complaints Management Policy and Procedure

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Principle 5: The complaints process will be consumer oriented, culturally secure, accessible, timely, efficient, confidential and not encumbered by bureaucratic ‘red tape’. Principle 6: The principles of natural justice must be followed for all parties involved in a complaint. Principle 7: People have the right to have a friend or advocate support them in raising their concerns. Principle 8: Complaint handling should, whenever possible, focus upon improving services for people with disability. 4. Definitions Complaint A complaint is an expression of dissatisfaction with any aspect of Commission-provided services made by people with disability, their families, carers and/or advocates that is not typical of regular communication or feedback about services. From the viewpoint of the complainant, the involvement of management staff is required to achieve a satisfactory resolution to the concern raised. Consumer In the context of this policy the term consumer is used to refer to the following: • a person with disability who has applied for or is receiving a service provided by the Commission • a carer, relative or advocate of a person with disability who has applied for or is receiving a service provided by the Commission. Resolution A complaint or dispute is ‘resolved’ when it is settled or concluded, and each of the parties is notified of the outcome. ‘Resolved’ does not necessarily mean that the complaint or dispute is concluded in favour of any of the parties. 5. Background This policy directs the Commission’s consumer complaints service. It was established in May 1994 as a requirement of the principles and objectives in the Disability Services Act (1993) and the National Disability Services Standards. It was reviewed and/or updated in consultation with relevant internal and external stakeholders in 2002, 2006, 2007, 2009 and 2011. Consumer Complaints Management Policy and Procedure December 2011 3
6. Implementation Executive Directors are responsible for ensuring the principles of this Policy and the associated Complaints Procedure are observed in their directorate. The procedures, in Part 2 of this document, are based on the following guidelines: • complaints will be acknowledged within 24 working hours • complaints will be responded to within 10-15 working days • records will be kept of all complaints raised, contacts with complainants, action taken and outcomes reached • complaint documentation will be made available to complainants on request (except that which may violate the confidentiality of other consumers) and this should be kept in mind when records are made • confidentiality will be maintained at all times, and complaints will only be discussed with staff on a ‘need to know’ basis • if the complaint involves alleged misconduct by Commission staff (including volunteers) the Operational Procedures for Managing a Suspected Breach of Discipline will be followed • any complaint involving an illegal action will be referred to the appropriate authority • a staff member against whom an allegation is made will be given the opportunity to have their say. In the event that the allegation is unsubstantiated, any record will be removed from their personal file • all staff will be informed of and familiar with the Consumer Complaints Policy. 7. Funding or resource implications Currently funded program. 8. Related policies, legislation and standards • Disability Services Act (1993) • Disability Services Standard 7 - Complaints and Disputes • Complaint Handling Australian Standard AS ISO 10002-2006 • Access for Aboriginal and Torres Strait Islander people with disabilities Policy and Practice Plan April 2006 • The Western Australian Language Services Policy 2008 • Substantive Equality Statement of Commitment for People with Disabilities February 2006; • Reconciliation Action Plan 2010-2012 • Policy, Guidelines and Operational Procedures For Managing Suspected Breaches of Discipline - May 2006 • Carers Recognition Act 2004. Consumer Complaints Management Policy and Procedure December 2011 4
Page 1 and 2: Disability Services Commission Cons
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Consumer Complaints Management Policy and Procedure

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