Complaint Review Mechanisms This chapter provides information on review mechanisms available to parties to a complaint during and following a complaints process. Chapter contents Section Topic 8.1 Review mechanisms available for parties to a complaint 8.2 The department's role a concern is raised The department's role where a concern is raised Any person involved in a complaint process may, at any time during complaint handling, a concern about the process the Scheme is undertaking or the conduct of an officer. The department has existing policies and procedures for dealing with such concerns or allegations. The DSS feedback team can receive Overview of concerns via: complaints review 8.3 mechanisms Email: DSSfeedback@dss.gov.au Post: DSS Feedback, PO Box 7576, Canberra Business Centre ACT 2610 Important! If officers receive complaints about their own conduct, or the conduct of another officer, this should immediately be raised with a manager and the concern referred to the DSS feedback team. The Aged Care Commissioner’s review role 8.4 The Ombudsman’s review role 8.5 Complaints management principles relevant to a review 8.6 Who can seek reconsideration by the Scheme? How are applications for reconsideration made to the 8.7 Scheme? 8.8 Which officers in the Scheme can reconsider a decision? Considerations when deciding whether a new process is 8.9 Reconsideration necessary following What happens if the Scheme decides not to undertake a 8.10 completion of a new resolution process? resolution process What happens if the Scheme decides to undertake a new 8.11 resolution process 8.12 officers will undertake the new resolution process? 8.13 What resolution process does the officer undertake? Can the complainant and service provider seek external 8.14 examination on the Scheme's reconsideration? 8.15 What decisions are examinable by the ACC?
Complaint Review Mechanisms This chapter provides information on review mechanisms available to parties to a complaint during and following a complaints process. Chapter contents Section Topic Overview of complaints review mechanisms 8.1 Review mechanisms available for parties to a complaint 8.2 The department's role a concern is raised 8.3 The department's role where a concern is raised Any person involved in a complaint process may, at any time during complaint handling, a concern about the process the Scheme is undertaking or the conduct of an officer. The department has existing policies and procedures for dealing with such concerns or allegations. The DSS feedback team can receive concerns via: Email: DSSfeedback@dss.gov.au Post: DSS Feedback, PO Box 7576, Canberra Business Centre ACT 2610 Important! If officers receive complaints about their own conduct, or the conduct of another officer, this should immediately be raised with a manager and the concern referred to the DSS feedback team. The Aged Care Commissioner’s review role 8.4 The Ombudsman’s review role 8.5 Complaints management principles relevant to a review Reconsideration following completion of a resolution process 8.6 Who can seek reconsideration by the Scheme? 8.7 How are applications for reconsideration made to the Scheme? 8.8 Which officers in the Scheme can reconsider a decision? 8.9 Considerations when deciding whether a new process is necessary 8.10 What happens if the Scheme decides not to undertake a new resolution process? 8.11 What happens if the Scheme decides to undertake a new resolution process 8.12 officers will undertake the new resolution process? 8.13 What resolution process does the officer undertake? 8.14 Can the complainant and service provider seek external examination on the Scheme's reconsideration? 8.15 What decisions are examinable by the ACC?
dss_accs_guidelines_-_final_0.docx