Complaints Policy

Purpose

This policy outlines the process for managing complaints received by Visser & Gibb Ltd. If you want to raise a concern, see how to make a complaint.

Scope

This policy applies to clients, family and whānau, and providers who may make a formal complaint to the organisation.

What a complaint is

A complaint is any expression of dissatisfaction from a client, family member, or member of the community about an event that has occurred, a system or process in the practice, or a provider of services.

• Written — letter, email, fax, or text.
• Verbal — telephone or face to face.

Accountability

The person who receives a complaint is responsible for making sure the complainant knows how to make a complaint, written or verbal. The complaint may be made to Visser & Gibb Ltd, or to another body such as ACC, WorkSafe, or the provider’s professional body.

If the complaint is made to another body, it is a contractual requirement that as soon as a provider is aware of any complaint made against or by them, they must tell Visser & Gibb Ltd that a complaint has been lodged, with whom, and on what date.

Complaints Officer

Martin Visser is the Complaints Officer. Direct complaints to him at martin@visser.net.nz or 021 065 0065.

The Complaints Officer’s role is to:

• Act with sensitivity, and be objective and impartial.
• Know, and be able to advise on, the practice’s complaint procedures and those of ACC under this contract.
• Have access to a room with adequate privacy so the complainant’s confidentiality is maintained.
• Not be directly involved in the subject matter of the complaint.
• Assist in formulating a written complaint for people who need extra help.
• Have access to staff at all levels of the practice so that complaints can be resolved quickly.
• Have clearly defined power to act and provide redress, or to refer the matter to someone who has this power.
• Maintain a Complaints Register recording all complaints, decisions, and actions.
• Investigate the complaint, keep communication clear with all parties, and work toward a resolution that all parties can accept.
• If a resolution is not possible within a reasonable period, or if extra skills or objectivity would help, manage the transition of the complaint to another body with, wherever possible, the agreement of all involved.

Written and verbal complaints

• Verbal complaints are documented, either by the complainant or by the person receiving the complaint, and managed in the same way as a written complaint.
• Written complaints must be filed for action and should be responded to within 4 working days of receipt.
• Effort must be made to resolve the complaint immediately where possible. Often, talking with the complainant when the complaint is lodged is enough, especially with a verbal complaint.
• A client may instead, or in addition, involve the Health and Disability Advocacy Service, ACC, the Health and Disability Commissioner, the professional body the provider belongs to, and/or the Privacy Commissioner.
• A copy of the complaint will be made available to the person named in the complaint.

Acknowledgement and response times

• All complaints where the complainant wishes to identify themselves are acknowledged within 5 working days of receipt. If the complaint is resolved within 5 days, only a letter of response is required.
• Where appropriate, meetings with relevant staff may be arranged as soon as possible after receipt — within 3 working days.
• Complaints are investigated within 10 working days of acknowledgement, to decide whether the complaint is justified or substantiated.
• If more than 10 working days is needed, the complainant is told that extra time is required, and why.
• If the complaint cannot be resolved within 20 working days, the complainant will be asked where they would like to refer it, and given the options listed above.
• The complainant should be kept informed of progress at least monthly.

Staff named in a complaint

If a staff member is named in or associated with a complaint, they are advised before an investigation starts. They will be required to provide information, but will not be involved in the investigation. They should know how they can access support, for example from their professional body.

If the Complaints Officer is in any way involved in the nature of the complaint, it will be referred immediately to another suitable and agreed organisation.

Privacy and consent

• Complaints are confidential and are stored securely at all times.
• All complaints correspondence is kept in a central file with the Complaints Officer.
• If a complaint is received from someone other than a client, and the response relates to the client’s care and treatment, signed consent must be obtained from the client (or parent/guardian) before the outcome of the investigation can be released.

Complaint management process

1. 1.

   Complaint received

   This may be written or verbal. Document the complaint using the complaints guidelines. The Complaints Officer, or if they are not available any other staff member or provider the client approaches, can take this step.

2. 2.

   Resolve at first contact where possible

   If the complaint can be closed at first contact, do so. Acknowledge the closure in writing, and record it in the Complaints Register. If it cannot be resolved, move to the formal complaint process.

3. 3.

   Formal complaint

   Follow this policy. Respond to the complainant, tell them the process and timeframe, and aim to resolve early. If that is not possible, escalate promptly.

4. 4.

   Register and investigate

   Enter the complaint in the register. Investigate or delegate. Report the complaint to ACC using the online form.

5. 5.

   Acknowledge in writing within 5 working days

   Unless the complaint has already been resolved to the complainant’s satisfaction.

6. 6.

   Update the complainant within 15 business days

   Investigate whether the complaint is justified. Assess how much extra time is needed. If more than 20 business days, tell the complainant why. If the complaint is better referred on — for example to a professional board, or Health and Disability services — all parties should be informed, and all information recorded.

7. 7.

   Report and recommendations

   Notify the complainant of the outcome. File the records and update the register. Make sure recommendations are actioned.

8. 8.

   Continuous quality improvement

   Complete the CQI process to reduce future risk. Review and update procedures as needed, provide education and specific training, and review improvements.