A consumer or their nominated representative such as a family member, carer, guardian or advocate can make a complaint. The Commissioner can also accept a complaint from a service provider or someone else.
How we resolve complaints
The HCSCC can help resolve complaints through the following methods:
1. Assessing the issue
We will look at the issue being presented to us and decide if we can deal with it and if any further action is required.
2. Direct Resolution
We may request that you try to resolve the issue directly with the health or community service. We can help you with this and be kept informed of the service provider’s response.
3. Informal mediation
We may try informal mediation meditation between you and the health or community service to reach an appropriate resolution. This could entail a series of telephone calls, and exchange of information or a meeting with you and the service provider which we run.
We may choose to bring the parties together in a highly confidential way to address the issues of the complaint. We may conciliate matters that are very complex, serious or involve financial settlements
The HCSCC may choose to do an investigation into a matter that has been brought to our attention. This approach is taken where serious and/or systemic matters arise from the complaint and it is not amenable to the other forms of complaints resolution.
Your complaint could be best handled by another body and we will refer the matter to them.