These procedures detail how the department responds to complaints and complements the department’s Complaint Management Policy.
These procedures address complaints about the products and services provided by the department to its customers and applies to all staff, contractors and volunteers engaged by the department.
A complaint for the purpose of this policy is aligned to AS/NZS 10002:2014, wherein a complaint is defined as an ‘expression of dissatisfaction made to, or about an organisation, related to its products, services, staff or the handling of a complaint
where a response or resolution is explicitly or implicitly expected or legally required.’
The Standard identifies certain matters that are not subject to these complaint procedures and they include:
The department may receive complaints relating to its services and products and other issues such as complaints under section 5.105 of the Local Government Act 1995 and complaints under section 117 of the Liquor Control Act 1988. Complaints of this
nature are dealt with in accordance with specific established procedures. General complaints about the department’s services are to be referred to the relevant business area and processed in accordance with these procedures. Details of the complaint
must also be recorded in the General Complaints Register managed by Corporate Governance.
A copy of this advice is to be provided to Corporate Governance for recording in the General Complaints Register.
A refusal to accept a complaint can be made in the following circumstances:
Business areas and officers processing complaints are responsible for storing records of their investigations and decisions securely in either personnel or program/administration files as appropriate. This includes keeping file notes and other records
of any conversations, interviews, or other proceedings. Corporate Governance is responsible for storing records about complaints and complaint data, in an access-restricted TRIM file.
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