27 Mar 2018

Complaint handling standards & service charter consultation

Consultation is now open on complaint handling standards for Victorian health service providers and a service charter for the HCC.

Participate now via the consultations page.

The Complaint Handling Standards will apply to all health service providers in Victoria, replacing the interim standards in the Health Complaints Act 2016. The standards, to be based on best practice complaint handling and consultation feedback, will be grounds for a complaint if not met.

Meanwhile, the HCC Service Charter will give clarity on what services we provide, how we provide them and how people can expect to be treated.

Health Complaints Commissioner Karen Cusack said both projects were important opportunities to improve the way health service complaints were handled by everyone.

"Considering the crucial role complaints play in quality healthcare, it's important to look at how we can all do things better," Ms Cusack said.

"We are consulting widely on both of these documents to ensure they meet the expectations and needs of health service providers, consumers and others with an interest in health complaints."

    The consultations run until June 30, 2018 and include discussion papers, online surveys and a series of public events. See details on the consultations page.