Complaints Management Policy
MP 0130/20 - Complaints Management Policy (pdf 217KB)
Applicable to: This policy is applicable to WA health entities as defined in this policy, excluding Health Support Services.
Description: The purpose of the Complaints Management Policy (the policy) is to set out the requirements for the collection, recording, reporting and management of consumer complaints relating to the WA health entities. This includes complaints received by a WA health entity from a third-party on behalf of a consumer.
This policy promotes best practice in complaints management by the WA health system and provides an efficient, proactive approach to complaint management that results in the best possible outcomes for health consumers. Complaint management is part of a larger quality improvement system that includes clinical incident reporting, investigation and management systems, risk management, open disclosure, and medico-legal claims.
The National Safety and Quality Health Service Standards (the National Standards) aim to protect the public from harm and improve the quality of health service provision. This policy is underpinned by those requirements of Clinical Governance Standard and Partnering with Consumers Standard of the National Standards that relate to the management of consumer feedback. This policy is consistent with the requirements of the Australian Charter of Healthcare Rights and the Australian/New Zealand Standard Guidelines for complaint management in organisations (AS/NZ 10002:2022).
Where a WA health entity provides care to children and young people their complaints management system must be child focused in accordance with Principle 6: National Principles for Child Safe Organisations. More information on the management of complaints related to children and young people is outlined in the Navigating child safe complaints management- WA Health staff guidance.
The following matters are out of scope for this policy:
- Staff complaints relating to other staff, or any aspect related to work health and safety matters are out of scope of this policy and must be managed in accordance with relevant mandatory policies and associated local WA health entity’s policy.
- Other forms of consumer feedback including compliments, contact and concerns.
This policy is a mandatory requirement under the Clinical Governance, Safety and Quality Policy Framework pursuant to sections 26(2)(a), (c), (d) and (l) and 34(2)(f) of the Health Services Act 2016.
The policy operates within a legal framework which may impose restrictions and obligations to the management, reporting or escalation of complaints. Legislation pertinent to this policy includes:
- Health and Disability Services (Complaints) Act 1995
- Mental Health Act 2014
- Disability Services Act 1993
- Carers Recognition Act 2004
- Freedom of Information Act 1992
- Corruption, Crime and Misconduct Act 2003
- State Records Act 2000.
- Equal Opportunity Act 1984
Date of effect: 03 February 2020
Policy Framework
Clinical Governance, Safety and Quality
Complaints-Management-Guideline (pdf 1MB)
Complaints-Management-Toolkit (pdf 534KB)