4.26 Out-of-scope enquiries essential information to collect – 4.27 Determining the of information to provide 4.28 Complaints - essential information to provide Activity 4: Providing information 4.29 In-scope enquiries - essential information to provide 4.30 Out-of-scope enquiries essential information to provide – 4.31 When to finalise an enquiry Activity 5: Finalising 4.32 When to finalise an out-of-scope enquiry enquiries Sending correspondence for or out-of-scope 4.33 enquiries Activity 6: Escalating 4.34 Timeframes for escalating a complaint to a manager complaints to a 4.35 Using the intake escalation matrix manager Who completes the preliminary assessment of service 4.36 provider history? Activity 7: 4.37 Determining the level of service provider history required Preliminary assessment of 4.38 Using service provider history to inform decision making service provider history 4.39 Supporting early complaint resolution in the intake phase 4.40 Which complaints are suitable for early resolution? Activity 8: 4.41 How can support for resolution be provided? Supporting early resolution of 4.42 Sending correspondence about early resolution complaints 4.43 When can the complaint be finalised? 4.44 What happens if resolution falls outside of 14 days? Activity 9: 4.45 Contents of an acknowledgement letter Acknowledging receipt of the 4.46 When to send an acknowledgement letter complaint Activity 10: Workflow to the detailed 4.47 When to workflow to the detailed assessment phase assessment Note: For information on the management of complaints in relation to Australian Government subsidised aged care programmes under a Comprehensive Grant Agreement, refer to Chapter 10 of these Guidelines. Reference to an 'officer' includes both an officer and a manager. A 'delegate' refers to an Note: individual with a delegated authority.
4.26 Out-of-scope enquiries – essential information to collect Activity 4: Providing information 4.27 Determining the of information to provide 4.28 Complaints - essential information to provide 4.29 In-scope enquiries - essential information to provide 4.30 Out-of-scope enquiries – essential information to provide Activity 5: Finalising enquiries 4.31 When to finalise an enquiry 4.32 When to finalise an out-of-scope enquiry 4.33 Sending correspondence for or out-of-scope enquiries Activity 6: Escalating complaints to a manager 4.34 Timeframes for escalating a complaint to a manager 4.35 Using the intake escalation matrix Activity 7: Preliminary assessment of service provider history 4.36 Who completes the preliminary assessment of service provider history? 4.37 Determining the level of service provider history required 4.38 Using service provider history to inform decision making Activity 8: Supporting early resolution of complaints 4.39 Supporting early complaint resolution in the intake phase 4.40 Which complaints are suitable for early resolution? 4.41 How can support for resolution be provided? 4.42 Sending correspondence about early resolution 4.43 When can the complaint be finalised? 4.44 What happens if resolution falls outside of 14 days? Activity 9: Acknowledging receipt of the complaint 4.45 Contents of an acknowledgement letter 4.46 When to send an acknowledgement letter Activity 10: Workflow to the detailed assessment 4.47 When to workflow to the detailed assessment phase Note: For information on the management of complaints in relation to Australian Government subsidised aged care programmes under a Comprehensive Grant Agreement, refer to Chapter 10 of these Guidelines. Note: Reference to an 'officer' includes both an officer and a manager. A 'delegate' refers to an individual with a delegated authority.
dss_accs_guidelines_-_final_0.docx