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Consultations

Complaint Handling Standards

The powers and responsibilities of the Health Complaints Commissioner (HCC) are established by the Health Complaints Act 2016 (the Act). Section 132 of the Act requires us to develop a set of standards that Victorian health service providers must meet when handling complaints.

These standards aim to ensure complaints are being used to improve quality and safety in our healthcare system. There is significant variation in the size and type of health services that these standards will apply to - from hospitals and clinics to doctors and dentists, allied health and alternative therapists.

The standards expand on the interim standards in the Act, and cover the key aspects of complaint handling.

We recently consulted with a wide range of stakeholders during phase one of the development of these complaint handling standards. We received 74 responses to our online survey, conducted 21 face-to-face forums and received 13 submissions to a discussion paper (below).

Based on this feedback, we've developed a proposed set of standards and success indicators that we believe will meet the needs of consumers and health service providers. The draft Complaint Handling Standards document can be accessed here or through the below survey.

The draft Complaint Handling Standards document is open for public comment until 30 November 2018.

The following survey consists of 12 questions, one question for each standard (there are 11 standards and their success indicators), plus one question on general comments.

Click here to access the draft Complaint Handling Standards survey.

HCC Service Charter

We're developing a HCC Service Charter to guide our work and outline our service delivery commitments.

The service charter explains our commitment to ensuring transparency and accountability, while reflecting the guiding principles of the Act.

Our service charter, developed under the guiding principles of the Health Complaints Act 2016 and the Health Records Act 2001, explains what we do, what we cannot do, how we work and how you can expect to be treated.

We recently consulted with a wide range of stakeholders during phase one of the development of this service charter. We received 319 responses with valuable feedback to a discussion paper (below).

Based on this feedback, we've developed a draft HCC Service Charter.

The draft HCC Service Charter is open for public comment until 30 November 2018.

Please read the draft service charter before responding to the survey questions. Click here to read the draft service charter.

Click here to access the draft HCC Service Charter survey.