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

16 Health and Community Services Complaints Commission RESOURCES Australian Council for Safety and Quality in Health Care (2004) Better Practice Guidelines on Complaints Management for Health Care Services. Commonwealth of Australia. Canberra, ACT. Australian Council for Safety and Quality in Health Care (2005) Complaints Management Handbook for Health Care Services. Commonwealth of Australia. Canberra, ACT. Australian Government Department of Social Services (2012) National Standards for Disability Services. Council of Standards of Australia (2014) Australian/New Zealand Standard. Guidelines for complaints management in organizations (AS/NZS 10002:2014). SAI Global Limited. Sydney NSW. Disability Services Commissioner (2012) Good practice guide and self audit tool. Developing an effective person centred complaints resolution culture and process. Victorian Disability Services Commissioner. Melbourne Vic. Disability Services Commissioner (2012) Learning from Complaints. Occasional Paper No. 1. Safeguarding Peoples Right to be Free from Abuse. Key considerations for preventing and responding to alleged staff to client abuse in disability services. Victorian Disability Services Commissioner. Melbourne Vic. Disability Services Commissioner (2013) Everything you wanted to know about complaints Tips for service providers on successfully resolving complaints and seeing the opportunities for improvement. Victorian Disability Services Commissioner. Melbourne Vic. Health and Community Services Complaints Act. Schedule 8 Internal complaints procedures Health Services Review Council (2005) Guide to Complaint Handling in Health Care Services. Melbourne, Vic NSW Ombudsman (2004) The Rights Stuff. Tips for solving problems and making complaints. A toolkit for consumers of community services in NSW. Sydney NSW. Mahatma Gandhi said: A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.