Consumer Complaints Management Policy and Procedure

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2.3 2.3.1 Selection of complaints for investigation Where a complainant raises multiple issues of complaint, the Commission may elect to identify certain issues and investigate only those issues. The decision to limit the scope of a complaint investigation will be approved by the Director General and the complainant must be advised in writing of the decision and the reasons for that decision. Reasons for not taking up a particular complaint issue may include, but are not limited to, the following: • the issue has been investigated or dealt with previously • the issue is unsubstantiated or unverifiable • the issue is not current and occurred more than two years ago • the issue is vexatious. 2.3.2 Prioritisation of issues for complaint investigation Where there are multiple issues of complaint that are reasonable to investigate, the Commission may elect to address the issues in a particular order, rather than investigate all issues concurrently. The decision to do so will usually be based on the availability of resources and the need to ensure that ongoing services are not disrupted. Consumer Complaints Management Policy and Procedure December 2011 7
3. Complaints management stages The three stages of the Commission’s complaints management process are summarised in the diagram below. Staff need to ensure that a complaint is not subject to more than one internal review, as it tends to deter the complainant and does not produce consumer satisfaction. Procedures for handling consumer complaints follow. Stage 1 ↓ Pre-grievance Consumer feedback - resolved by staff providing direct consumer services ↓ Stage 2 ↓ Formal complaint - internal process Tier 1 Standard complaint handling • Complaint coordinators resolve complaints wherever possible at first contact • Complaint coordinators log complaint details and forward to Consumer Liaison Officer for entry on database and later analysis Tier 2 Internal review or investigation • Director General or a nominee, Executive Director or Consumer Liaison Officer reviews/investigates unresolved complaints ↓ Stage 3 ↓ Tier 3 External independent review Unresolved complaints are referred to an appropriate external avenue such as the Health and Disability Services Complaints Office or the Ombudsman. Consumer Complaints Management Policy and Procedure December 2011 8
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