5.20 Supporting early complaint resolution Activity 3: 5.21 Which complaints are suitable for early resolution? Supporting early What support can be provided and when can the complaint 5.22 resolution be finalised? 5.23 What to do when early resolution is not successful 5.24 Who may decide to take no further action? The grounds for taking no further action during the detailed 5.25 assessment phase 5.26 The issue was not raised in good faith 5.27 The issue has been, or is, the subject of a legal proceeding 5.28 The issue has previously been dealt with by the Scheme The issue relates to an event that occurred more than one Activity 4: Taking no 5.29 year ago and is not ongoing further action 5.30 The issue is subject to a coronial inquiry The care recipient in the complaint does not wish the 5.31 issue to be considered 5.32 The issue is better dealt with by another organisation Having regard to all circumstances, a resolution process in 5.33 relation to the issue is not warranted Advising the parties to the complaint of the decision to take 5.34 no further action When the Scheme may refer information or complaint 5.35 issues 5.36 Releasing protected information outside of the department Activity 5: Referral to 5.37 Consultation required for referrals outside of the Scheme areas or 5.38 Releasing information to other areas within the department organisations What happens to the complaints resolution process if a 5.39 referral is made? Informing complainants and service providers about 5.40 referrals 5.41 Contact with the complainant 5.42 How to get the issues right Activity 6: Correspondence about the progress 0 of the complaint When to send a feedback letter When to send the acknowledgement and confirmation of 5.44 issues letter Activity 7: Workflow 5.45 Tasks to do once the RARP has been completed to the resolution 5.46 Who workflows the complaint? 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.
Activity 3: Supporting early resolution 5.20 Supporting early complaint resolution 5.21 Which complaints are suitable for early resolution? 5.22 What support can be provided and when can the complaint be finalised? 5.23 What to do when early resolution is not successful Activity 4: Taking no further action 5.24 Who may decide to take no further action? 5.25 The grounds for taking no further action during the detailed assessment phase 5.26 The issue was not raised in good faith 5.27 The issue has been, or is, the subject of a legal proceeding 5.28 The issue has previously been dealt with by the Scheme 5.29 The issue relates to an event that occurred more than one year ago and is not ongoing 5.30 The issue is subject to a coronial inquiry 5.31 The care recipient in the complaint does not wish the issue to be considered 5.32 The issue is better dealt with by another organisation 5.33 Having regard to all circumstances, a resolution process in relation to the issue is not warranted 5.34 Advising the parties to the complaint of the decision to take no further action Activity 5: Referral to areas or organisations 5.35 When the Scheme may refer information or complaint issues 5.36 Releasing protected information outside of the department 5.37 Consultation required for referrals outside of the Scheme 5.38 Releasing information to other areas within the department 5.39 What happens to the complaints resolution process if a referral is made? 5.40 Informing complainants and service providers about referrals Activity 6: Correspondence about the progress of the complaint 5.41 Contact with the complainant 5.42 How to get the issues right 0 When to send a feedback letter 5.44 When to send the acknowledgement and confirmation of issues letter Activity 7: Workflow to the resolution phase 5.45 Tasks to do once the RARP has been completed 5.46 Who workflows the complaint? 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.
dss_accs_guidelines_-_final_0.docx