The Charter will be used by
Consumers
- to help people to understand their rights when seeking or using a health or community service
- complaining to a service provider – to help communicate concerns
Service providers
- to inform consumers about their rights
- when responding to a complaint – to identify and act on concerns
- to engage with consumers about service improvements
- as a person-centred quality improvement tool
- to report to HCSCC about their complaints and the action taken in response to them
The Health and Community Services Complaints Commissioner
- to provide information, education and advice about the rights of consumers
- when a complaint is made to HCSCC, to determine if the service provider acted reasonably
- to monitor and report complaint trends and systemic issues to help improve services