When you first contact us, one of our Complaints Resolution officers will assess your concerns to make sure they are addressed in the best way. Whether you contact us over the phone, through a letter or by using the online complaint form, we will promptly contact you and acknowledge your complaint.
In raising a complaint, you have the right to expect:
- personal privacy
- to be involved in decisions that affect you
- to be treated with dignity and respect
- good quality care for the care recipient
- full and effective use of your rights.
We may also contact an advocacy service on your behalf. To learn more about care recipient rights, read the Charter of Residents’ Rights and Responsibilities or the Charter of Rights and Responsibilities for Home Care.
Each complaint is assessed on its own merits. We will gather as much information as possible to understand the issues and the results you are seeking. You can help us by giving as much information about your complaint as early as possible in the process. Refer to the post on how to raise an effective complaint for more information.
We will then establish whether we are able to look into your concern. If we are unable to look into your complaint, we will refer you to someone who can. If we can look into your complaint, we will provide information about how we resolve complaints and clearly explain what may be achieved.
We will then undertake a detailed assessment and establish the level of risk to the care recipient. We consider the safety, dignity and choice of the care recipient and the quality of care and services being delivered. We may also:
- undertake a more detailed review of the service provider’s history
- review basic information about the care recipient
- engage with relevant people, for example the laundry staff if the complaint is about laundry
- review any other information that is necessary and relevant to your complaint.
Once the detailed assessment is complete, we may assist you to resolve your concern directly with the service provider.
Alternatively, we may commence a formal complaint resolution process. You can find out more in our post on the Scheme’s resolution pathways. At this stage, one of our Complaint Resolution officers will explain the next steps and keep you informed of the progress of your complaint.
If you have any questions or comments about how we assess complaints, please post them below.