10.17 Complaints management
Purpose
This procedure outlines the process for responding to complaints about staff behaviour, services provided and determinations made by the department and funded services.
Key steps
- Intake
- Complaint Management process
- Alternative response
- Invesigation
- Internal review
- Privacy complaints
- Public Interest Disclosure
- Conduct and Performance Excellence (CaPE)
Standards
- Staff are aware of, and are guided by, the Complaints Management policy, procedure and guidelines.
- Clients and members of the community are informed of the department’s complaint mechanisms.
- Complaints are taken seriously and managed in an accountable, transparent and meaningful way according to the Complaints Management policy, procedure and guidelines.
- Complaints are recorded according to the department's recordkeeping policy.
- Complainants are kept informed about the progress of the complaint and advised of the complaint process and outcomes, including the factors that informed outcomes achieved.
- Matters that fall outside of the complaints management process as outlined in the Complaints Management policy are explained to the complainant and progressed/referred accordingly.
Authority