1.1 Purpose
This policy is intended to ensure Griefline handles complaints fairly, efficiently and effectively.
This policy provides guidance for people who wish to make a complaint, including Griefline staff and volunteers, on the principles and processes governing how feedback, complaints and compliments will be handled.
1.2 Scope
This policy applies to all Griefline staff (paid and volunteer), contractors, students and our Board. It also applies to service users, stakeholders and members of the general public.
Internal complaints and grievances (being made by paid or volunteer staff) should be directed to SANE’s Quality and Clinical Governance Team and will be handled in line with SANE’s feedback and complaints policy.
1.3 General
In these Terms of Use “Griefline” means Grief and Loss Support programs and operating under the governance of SANE. (ABN 92 006 533 606)
2 Responding to complaints
Within two working days after receiving the complaint, we will contact you, acknowledging our receipt of the complaint and setting out how we will respond to the issue raised.
If action has been requested, we will investigate the issue and decide on what actions we will take.
When required under legislation, we will also advise relevant government departments and external agencies of the matter.
Once we’ve completed our investigation and within 28 days of our acknowledging your complaint, we will tell you in writing how we investigated the issue and what the outcome is.
If SANE cannot resolve the issue within this time, we will tell you the reasons for the delay and give you a revised timeframe.
If after our investigation your complaint is substantiated, we will tell you what we have done or will do to fix the issue. The appropriate SANE staff member will apologise to you.
If after our investigation your complaint is not substantiated, you will be told why and given information about other avenues for action.
3 Reviewing complaints
Anyone can appeal directly to SANE’s Chief Executive Officer if you are not satisfied by the outcome or the action we have taken. Write to the CEO via [email protected] or at: SANE, PO Box 1226, Carlton VIC 3053.
The Chief Executive Officer will investigate and respond to you within 28 days after receiving the request for appeal.
4 Other avenues of complaints
If you are dissatisfied with the outcome, you can take your complaint to the government health complaints body in your state or territory.
Australian Capital Territory
Health Services Commission
Website: hrc.act.gov.au/complaints/
New South Wales
Health Care Complaints Commission
Website: hccc.nsw.gov.au/health-consumers
Email: [email protected]
Northern Territory
Health and Community Services Complaints Commission
Website: hscc.nt.gov.au
Email: [email protected]
Queensland
Office of the Health Ombudsman
Website: oho.qld.gov.au
South Australia
Health and Community Services Complaints Commissioner
Website: hscc.sa.gov.au
Phone: 1800 232 007
Email: [email protected]
Tasmania
Health Complaints Commissioner
Website: healthcomplaints.tas.gov.au;
Phone: 1800 001 170
Email: [email protected]
Victoria
Health Complaints Commission
Website: hcc.vic.gov.au
Phone: 1300 582 113
Mental Health Complaints Commission
Website: mhcc.vic.gov.au
Phone: 1800 246 054
Email: [email protected]
Western Australia
Health and Disability Services Complaints Office
Website: hadsco.wa.gov.au
Phone: 1800 813 583
Email: [email protected]
5 Accessibility
Griefline will ensure information about how and where complaints can be made is available on our website. We will ensure our systems to manage complaints are easily understood and accessible to everyone, especially people who may require assistance.
6 Continuous Improvement
The Quality and Clinical Governance team will analyse complaints data to identify systemic issues and trends that can be used to implement continuous quality improvement practices.
Where appropriate, the information will be made available to relevant departments of the organisation to assist in consistent approaches to service deliverables.
Please see SANE’s Quality Management and Continuous Quality Improvement Policy for more information.
Reports will be developed for all relevant stakeholders including SANE’s Board and relevant committees, Executive Leadership Team, and Clinical Governance Committee, and will be distributed on a periodic basis.
7 Evaluation of the feedback and complaints management system
It is the responsibility of the Clinical Governance Committee to review the effectiveness of the feedback and complaints management system including regular evaluation of:
- compliance with this policy and the Feedback and Complaints Management Procedure
- the accuracy and effectiveness of complaints capture, recording and internal reporting the time taken to manage and resolve complaints
- the correctness of complaints outcome recording
- monitoring trends and implementation of actions following investigation of feedback and complaints