Outcome Phase This chapter sets out the key activities to be undertaken by officers during the outcome phase, the fourth and final phase of the complaints management process. Intake Phase Detailed Assessment Resolution Phase Outcome Phase Chapter contents Section Topic Who can make a decision to end the complaint resolution 7.1 process Complaints management principles relevant to the outcome 7.2 Overview of the 0 outcome phase Manager role at the outcome phase 7.4 Delegate’s role in the outcome phase The available decisions to end the complaint resolution 7.5 process in the outcome phase Decision to end - the When would the Scheme use the decision to end as the issue has been 7.6 issue has been resolved? resolved Decision to end - the When would the Scheme use the decision to end as the service provider has 7.7 service provider has addressed the issue to the satisfaction addressed the of the Scheme? When would the Scheme use the decision to end through 7.8 issuing directions to a service provider? 7.9 What information is included in directions? Decision to end - the Scheme has issued 7.10 Determining timeframes for directions to be met directions 0 Are directions enforceable? Decision to end - When would the Scheme use the decision to end as the compliance action 7.12 department has taken compliance action? has been taken Decision to end - the complainant has When would the Scheme use the decision to end as the 7.13 withdrawn from the complainant has withdrawn from the process? process Decision to end - the When would the Scheme use the decision to end as the 7.14 issue is better dealt issue is better dealt with by another organisation? with by another Will the Scheme seek feedback from the referral 7.15 organisation organisation? Decision to end - When would the Scheme use the decision to end as 7.16 continuation of the continuation of the resolution process is not warranted?
Outcome Phase This chapter sets out the key activities to be undertaken by officers during the outcome phase, the fourth and final phase of the complaints management process. Intake Phase Detailed Assessment Resolution Phase Outcome Phase Chapter contents Section Topic Overview of the outcome phase 7.1 Who can make a decision to end the complaint resolution process 7.2 Complaints management principles relevant to the outcome 0 Manager role at the outcome phase 7.4 Delegate’s role in the outcome phase 7.5 The available decisions to end the complaint resolution process in the outcome phase Decision to end - the issue has been resolved 7.6 When would the Scheme use the decision to end as the issue has been resolved? Decision to end - the service provider has addressed the 7.7 When would the Scheme use the decision to end as the service provider has addressed the issue to the satisfaction of the Scheme? Decision to end - the Scheme has issued directions 7.8 When would the Scheme use the decision to end through issuing directions to a service provider? 7.9 What information is included in directions? 7.10 Determining timeframes for directions to be met 0 Are directions enforceable? Decision to end - compliance action has been taken 7.12 When would the Scheme use the decision to end as the department has taken compliance action? Decision to end - the complainant has withdrawn from the process 7.13 When would the Scheme use the decision to end as the complainant has withdrawn from the process? Decision to end - the issue is better dealt with by another organisation 7.14 When would the Scheme use the decision to end as the issue is better dealt with by another organisation? 7.15 Will the Scheme seek feedback from the referral organisation? Decision to end - continuation of the 7.16 When would the Scheme use the decision to end as continuation of the resolution process is not warranted?
dss_accs_guidelines_-_final_0.docx