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

8 Health and Community Services Complaints Commission THE COMPLAINT SYSTEM IS FAIR An organisation with a fair complaints resolution system deals with complaints fairly and impartially. All parties to the complaint have the opportunity to be heard. Every effort is made to ensure that complaints are assessed on the facts of the complaint. PRINCIPLE 3: Staff: Staff know that if a complaint is made about them, they will be told about the complaint and will have the opportunity to respond. Staff who receive a complaint and who have a conflict of interest, inform their manager of that conflict. As a general rule, and depending on the circumstances of the complaint, staff will then distance themselves from action in relation to the complaint. Service Users: Service users are confident that any complaint they might make will be treated fairly. The complaint will be fairly represented and decisions made will be impartial. Service users understand that if they make a complaint about a staff member, that person will see the complaint and have the opportunity to respond to it. Phillip was upset because he was charged for a long consultation when he had seen his GP for only a few minutes. At the time, he had felt rushed, and not able to talk to the GP about some stomach pain which was worrying him. Phillip contacted Aaron, the practice manager, to complain. Aaron declared his interest in this complaint, informing Phillip that he was married to the GP, and that he therefore could not be involved with it. Instead, the complaint would be handled by the Clinic Manager.


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