resolution process is Circumstances giving rise to the complaint not being 7.17 not warranted determined 7.18 Information not in good faith Where the issue is subject to legal proceedings or coronial 7.19 inquiry 7.20 Issue has been dealt with previously 7.21 Care recipient does not want the process to continue Having regard to all circumstances continuation not 7.22 warranted What feedback must the Scheme give complainants and 7.23 service providers when a complaint is finalised? The importance of providing informal feedback throughout 7.24 the resolution process What information should be included in written feedback to 7.25 the complainant and the service provider? Feedback to Should the complainant and the service provider receive the 7.26 complaint parties same feedback? and referrals What review rights are afforded to the complainant and 7.27 service provider? 7.28 Can feedback be given to others? 0 Restrictions on providing feedback about referrals 7.30 When the Scheme will not monitor resolution outcomes 7.31 Monitoring the service provider’s response to directions What happens if the service provider to meet Finalising the case 7.32 directions? 7.33 Finalising the case following directions 7.34 Finalising the case following the provision of feedback For information on the management of complaints in relation to Australian Government Note: 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.
resolution process is not warranted 7.17 Circumstances giving rise to the complaint not being determined 7.18 Information not in good faith 7.19 Where the issue is subject to legal proceedings or coronial inquiry 7.20 Issue has been dealt with previously 7.21 Care recipient does not want the process to continue 7.22 Having regard to all circumstances continuation not warranted Feedback to complaint parties and referrals 7.23 What feedback must the Scheme give complainants and service providers when a complaint is finalised? 7.24 The importance of providing informal feedback throughout the resolution process 7.25 What information should be included in written feedback to the complainant and the service provider? 7.26 Should the complainant and the service provider receive the same feedback? 7.27 What review rights are afforded to the complainant and service provider? 7.28 Can feedback be given to others? 0 Restrictions on providing feedback about referrals Finalising the case 7.30 When the Scheme will not monitor resolution outcomes 7.31 Monitoring the service provider’s response to directions 7.32 What happens if the service provider to meet directions? 7.33 Finalising the case following directions 7.34 Finalising the case following the provision of feedback 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