8. Complaints
8.1 Complaints - Service Provider
The Department has a formal complaints service and the service provider can lodge a complaint by telephoning 1300 653 227.
A complaint is defined as:
“Any expression of dissatisfaction with a product or service offered or provided” [Australian Standard AS4269-1995]
The Department has a ’Complaints Recording System’ to capture complaints to the Department about any of its services or those delivered by funded service providers.
For the purposes of the Department’s Complaints Recording System, a ‘complaint’ does not include:
- Ministerial correspondence;
- Freedom of Information requests; or
- Complaints made to service providers, as these will be covered by their own complaints mechanisms required under Funding Agreements.
If the service provider is dissatisfied at any time with our handling of their complaint, they can also contact the Commonwealth Ombudsman.
8.2 Complaints – Client/Customer
FaHCSIA requires service providers to have a written complaints handling policy in place.
The complaints handling policy should adhere to Australian Standard AS 4269-1995 and must cover:
- How service providers record complaints;
- How service providers resolve complaints;
- The practices providers have in place for ensuring privacy requirements are met; and
- A process for reporting the number and nature of complaints to the Department.