Territory Stories

A guide to complaints resolution

Details:

Title

A guide to complaints resolution

Collection

Health and Community Services Complaints Commission annual report; Reports; PublicationNT

Date

2016

Description

Made available via the Publications (Legal Deposit) Act 2004 (NT).

Language

English

Subject

Northern Territory. Health and Community Services Complaints Commission -- Periodicals; Health facilities -- Northern Territory -- Complaints against -- Periodicals; Patient advocacy -- Northern Territory -- Periodicals

Publisher name

Health and Community Services Complaints Commission

Place of publication

Darwin

File type

application/pdf.

Copyright owner

Check within Publication or with content Publisher.

Parent handle

https://hdl.handle.net/10070/266755

Citation address

https://hdl.handle.net/10070/448295

Page content

A Guide to Complaints Resolution 13 Complaints Policy Checklist The policy provides that: Service users are involved in its development and review The complaints process is flexible Information about the complaints resolution process is available in a form and language which service users can understand Support is provided to service users with special needs Service users are provided with information about their right to advocacy and support There will be a commitment to ensuring that the viewpoint of the person making the complaint is understood. Complaints Procedures Checklist The procedures detail: Complaints can be made verbally or in writing With the consent of the person using the service, a broad range of people can make a complaint (for example friends, family, carers, advocate/representative) Information about the complaint process is clear and available verbally and in writing Information about the complaint process accommodates the special needs of the organisations client base (e.g. large print; Braille; available in sign, different languages) Routine use of interpreters for service users whose first language is not English The help offered to the service user when making a complaint The help available to the service user throughout the complaint process. Bob has quadriplegia. He wants to complain to his disability service provider about the workers who he says constantly arrive late for their shifts. Bob is able to make his complaint because the process is flexible. He knows that he can make a verbal complaint, ask a friend or a worker to make the complaint for him and for a support person to be assigned to help him while his complaint is being resolved.


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