Managing a Complaint
Proactively and efficiently managing complaints, as well as being transparent about the process, is crucial to delivering effective health, mental health and disability services.
Preparing the organisation
To effectively address consumer concerns at a local level, you will need to consider:
- Producing a complaints management manual and training staff in its use. You may also consider developing a dedicated complaints team or person.
- Ensuring staff are well informed and have easy access to relevant policies, procedures, guidelines and legislation (e.g., communicating them on the intranet, noticeboards and during induction).
- Providing staff customer service training (e.g., how to deal with difficult conversations).
- Ensuring complaint forms are easily accessible to consumers. Our complaint form can provide guidance on what to include when developing one inhouse.
- Providing complaint facilities online where possible.
- Developing a database to capture complaint information.
- Ensuring staff are aware of external complaint resolution entities, such as HaDSCO, and professional associations that can assist.
Managing complaints over the phone or in person
This is often the quickest way to resolve a complaint. You will need to consider:
- Scheduling in an appointment with the consumer. This will ensure you have enough time to address their concerns and prevent any interruptions to your discussion.
- If you are managing the complaint in person, ensuring the meeting place is private. This will allow the consumer to feel comfortable and therefore open to talk.
Managing complaints in writing
Encourage the consumer to lodge their complaint in writing if it is complex. This is because:
- It can help them organise their thoughts and therefore submit a clear and concise complaint.
- It ensures all the important information is provided to you.
- It allows the consumer time to plan and reflect.
- It allows you time to thoroughly review the complaint, gather relevant documents, consult with other staff members and provide a detailed response.
Other points to remember
- Respond promptly. Responding late can lead to further resentment and/or escalation.
- Maintain regular communication throughout the complaint process. You may also want to consider whether translation services are needed to ensure clear communication with the consumer.
- Allow the consumer to have a support person with them during meetings or calls (e.g., a friend, family member or representative).
- Avoid technical language.
- Listen, empathise and acknowledge the consumer’s concerns, and be honest and open when discussing the key issues raised.
- Refer to any relevant guidelines, codes of conduct, policies or procedures when explaining events and answering questions.
- Keep clear and accurate records of the complaint, the process used to manage it and the outcome.
- Provide a service which is culturally informed.
If you need further assistance or advice on effective complaints management, contact us.
If you are feeling overwhelmed, anxious, afraid or overly concerned during the complaints process, reach out and speak with someone who can help.
If you are having thoughts of self-harm, please seek assistance by contacting your trusted healthcare professional or calling Lifeline on 13 11 14.
If you are concerned for your safety or the safety of others, seek immediate assistance by calling Triple Zero (000).
There are other services available.
Lifeline
Phone number: 13 11 14
Call Lifeline 24/7 for crisis support and suicide prevention services. Text support is also available at 0477 13 11 14.
Beyond Blue
Phone number: 1300 224 636
Call Beyond Blue 24/7 for advice, referral and support from a trained mental health professional.
MensLine Australia
Phone number: 1300 789 978
Call MensLine 24/7 for telephone and online support for men with emotional health and relationship concerns.
13YARN
Phone number: 13 92 76
13YARN is a 24/7 national crisis support line for Aboriginal and Torres Strait Islander people.
Drs4Drs
Phone number: (08) 9321 3098
Drs4Drs promotes the health and wellbeing of doctors and medical students across Australia.