responding to a complaint

Jump to content, Jump to navigation

What to expect from the HCSCC

The office of the Health and Community Services Complaints Commissioner (HCSCC) helps people – service users, carers and service providers – resolve complaints about health and community services, when a direct approach to the service provider is either unreasonable, or has not succeeded.

The HCSCC is obliged by law to treat everyone involved in a complaint equally.

All information given to HCSCC is confidential. Procedural fairness must be applied to everyone. This means HCSCC

  • must be impartial and independent in every aspect of all operations
  • is equally available to provide advice, support and assistance to both service users and service providers
  • is required to allow you the opportunity to respond to a complaint and/or any adverse comment in a report before finalisation
  • will not make any judgement about the validity of a complaint without supporting evidence
  • provides protection to everyone involved from reprisals, threats or intimidation in any way related to a complaint under Health and Community Services Complaints Act 2004.

    If you receive a complaint via HCSCC

    A letter will accompany the complaint and provide the name of the HCSCC officer who is assigned to discuss the complaint and its management with you.

    Many of these complaints will be able to be resolved directly with the service user. In this event, please refer to the step-by-step instructions set out in this material and/or discuss your options with an HCSCC officer.

    Our commitment to you

    Please read our Service Standards for details

    Unsure or need advice?

    Telephone our enquiry service
    • Monday - Friday, 9AM - 5PM
    • phone 08 8226 8666 or toll free in regional South Australia 1800 232 007
    • fax 08 8266 8620
    or contact us by e-mail.

    back to top

    • This is the end of the content on this page. Jump to the top of the page, Jump to navigation
    This is the end of the footer text. Jump to the top of the page, Jump to navigation
    Home
    hcscc
    health & community   services complaints commissioner