An effective system to resolve and manage complaints should involve:

  • procedures for consumers and their families, carers or nominees to make complaints
  • an organised way to respond to complaints
  • recording and reporting
  • using complaints to improve the safety and quality of services
  • guidance for staff about how to resolve complaints.

As a service provider, you may wish to:

  • implement a complaints management policy and procedure
  • ensure that staff and volunteers are trained so they understand and feel confident about handling complaints
  • include reminders about policy and procedure updates in regular communications
  • consider developing a dedicated complaints resolution team
  • utilise support networks within professional associations, clinical networks or peer groups
  • identify insurance requirements – as many practitioners are required to consult with their insurer when they receive a complaint
  • contact your insurer – they may be able to help
  • review and familiarise the organisation with relevant legislation and accreditation requirements
  • consider making it easier for consumers to make a complaint (e.g. publish an online complaint form)
  • develop a complaint database to capture complaint information, identify trends, and monitor service improvements
  • maintain contact with external agencies such as HCSCC, which may be able to help with complaints
  • maintain contact with clients and be available to discuss concerns.