Complaints Management
This policy explains the approach we undertake when addressing and managing older people’s complaints, regardless of how the complaints are received. We encourage and support older people and their representatives, and other stakeholders to provide feedback, positive or negative and raise complaints free from reprisal.
Complaints Management
Our employees are to encourage and support older people and/or their representatives to make a complaint, which may include assisting a complainant to access an interpreter and/or advocacy service.
We will endeavour to resolve complaints promptly, in an open and transparent manner, while maintaining the privacy and confidentiality of the complainant. Complaints will be given priority and will be assessed and investigated according to the Complaints Management Procedure to determine a resolution pathway, in consultation with the complainant.
Complainant Rights
A person who complains to us has the following rights:
- The right to make a complaint is always respected.
- They will be treated with dignity and respect.
- They are free from any apprehension or retaliation, and they will not be disadvantaged because they have complained.
- Their concerns are heard and comprehended.
- They are informed of the steps that will be taken to assess and investigate their complaint, as well as the expected timeframe for receiving a response.
- Their personal privacy and information are safeguarded in accordance with our Privacy Policy.
- They are able to actively participate in the solution and will be provided with access to information to support this.
- They can involve an advocate of their choice to speak and/or act on behalf of themselves in communicating with us.
- They may remain anonymous however this may limit any investigation into the complaint.
- They may seek to appeal with an external agency should a complaint not be resolved to their satisfaction through our complaint handling process.
- Their confidentiality and privacy are upheld.
Complaints received from external agencies
The Aged Care Quality and Safety Commission (ACQSC) and Health Ombudsman offices from around the country are points of contact for consumers and providers in relation to aged care and health services quality, services and complaints.
We receive complaints from ACQSC, and the Health Ombudsmen and these complaints are managed as per our external complaint management flowcharts for external agencies.
Complaints Management Education
Our employees are provided with information and training on the complaints management process during orientation and on an ongoing basis, including on how to:
- Respond to complaints in a professional manner by remaining calm and polite
- Gain the information required to ensure the best outcome
- Where appropriate, ask the complainant to provide details about the complaint in writing by email
- Provide information to the complainant about the complaints management process
- Maintain the privacy of the complainant through the process
We never attempt to defend our actions. Under no circumstances should an employee make any offer or promise to a complainant that is likely to result in a financial outlay or impact us in any way.
Corporate Registers
It is our responsibility to record all complaints on our Feedback Register. This register allows complaints to be reviewed and subsequent action to be taken. Additional recording may be required on the Continuous Improvement Register and/or Risk Register.