01 Feb 2017

A more accessible complaints system

The new office of the Health Complaints Commissioner has launched a range of plain English and accessible complaint materials online.

The HCC website information and brochures were co-designed with the HCC Community Reference Group to ensure they meet the needs of service users.

Brochures about complaints and about health records have been written in plain English and translated into 26 community languages.

Community language brochures will soon be available in Farsi, Vietnamese, Simplified Chinese, Traditional Chinese, Greek, Italian, Arabic, Turkish, Macedonian, Khmer, Russian, Dari, Korean, Hakka, Tamil, Karen, Dinka, Samoan, Thai, French, Assyrian, Chaldean, Burmese, Nepali, Pashto and Somali.

The languages were selected based on research into the levels of English proficiency and reported needs for health information in languages across Victoria.

Several language groups with low literacy levels will also have access to voice recordings of information resources in their language.

A simplified online complaint form has been designed to make accessing the complaints service as easy as possible. The form contains fewer questions, plainer language and is no longer paper-based. Any assistance needed to fill out the form is available via 1300 582 113 between 9am and 5pm, Monday to Friday.

The HCC has also developed plain English materials explaining the new Code of Conduct that applies to general health services.

For feedback on the website or online complaint form, please use the feedback button on the website homepage.

Brochures can be ordered via [email protected]