complaints handling policy and procedure 

Update Feb 2025

GOALS OF THE POLICY

The complaints handling policy has been designed to create a standard procedure for handling complaints and to aid in meeting the strategic action of providing quality products, workmanship and excellent customer service. The complaints procedure will ensure a complaint is not mislaid, is received by all relevant parties and actions promised are monitored and followed through. The feedback from this procedure will provide information for continual assessment and improvement.

DEFINITIONS

Complaint: A complaint is any level of client dissatisfaction

Client: Clients, Occupational Therapists, Assessors, Case Managers & Related Companies

POLICY FEATURES

Commitment – Management and staff must be committed to the right of the client to complain. Complaints need to be seen as an opportunity for improving service.

Fair and Confidential – All complaints should be dealt with equally. This means all parties are treated with fairness and respect. Respect includes maintaining confidentiality and a client’s right to privacy.

Responsiveness – Any complaint made must be acknowledged promptly and an approximate time frame for action given.

Records – All complaints must be recorded to aid in the assessment and improvement of service and products.

Client Focus – Clients are valued and regarded as the most important people in the business.

Communication – Clients and other affected parties are kept informed of the progress of a complaint and its effect on service

PROCEDURE

Process Overview

  1. Client Complaint

  2. Inform management (Immediate)

  3. Complaints form written record started

  4. Contact complainant and obtain full details of the complaint (Within 24 hours)

  5. Investigate

  6. Inform client and any staff /providers involved

  7. Solution

  8. Follow up

  9. Close Complaint

ACTING ON COMPLAINTS

  • All complaints must be taken seriously and dealt with as fairly, effectively and efficiently as possible

  • All complaints must be dealt with in a way that complies with the Code of Health and Disability Services Consumers Rights Regulation 1996

  • All complaints must be acknowledged within 24 hours

  • The complainant should be informed of relevant internal and external complaints procedures including the availability of:

The Health and Disability Commissioner
P O Box 12299
Wellington
Ph 0800 11 22 33
www.hdc.org.nz

- Independent advocates provided under the Health and Disability Commissioner Act 1994 - refer www.hdc.org.nz
- A copy of the complaints form
- Any other information relevant to the complaint

  • As well as acknowledging the complaint, management must establish a reasonable time frame for action in consultation with the complainant

  • The complaint must be acknowledged in writing within 5 working days of the complaint unless it has been resolved satisfactorily within this period

  • The complainant must be kept informed of the progress at intervals of not more than one month

  • Details of each step of the procedure must be recorded on the complaints form

  • Staff/interested parties to be informed of any changes resulting from a complaint

  • Staff/interested parties to be informed of the resolution

COMPLAINTS FORM

Date:

Date of Complaint:

Complaint Received by:

Method of complaint:

□ verbal in person
□ phone call
□ letter (attach copy)
□ fax (attach copy)
□ email (attach copy)
□ other (include details)

Complainant

Name:
Address:
Phone:
Fax:
Email:

□ Complainant contacted (within 24 hrs)
Date:
□ Complainant informed of procedure

Full details of complaint:







Details of Investigation (include dates):






Time frame for action/resolution (record details):






□ Complainant informed of action to be taken and time frame
Date:

□ Letter to Complainant (within 5 working days unless complaint has been satisfactorily resolved within this period)

□ Copy attached
Date letter sent:

Complainant must be kept informed of progress at intervals of not more than one month

Record details here and next contact date

Changes resulting from complaint (if any)

□ Staff/interested parties informed of changes (if any)

□ Staff/interested parties informed of resolution

□ Complainant informed of external complaint procedure

□ Complainant has requested copies of complaints form and any other relevant information

□ Date sent:

□ Complaint resolved

Date:
Signed:
Name: