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How to handle a complaint

There are a number of reasons consumers complain. Some may want:

• an explanation
• an acknowledgement that something went wrong
• an apology, or a service improvement to prevent reoccurrence
• to lay blame, or see someone held accountable
• compensation.

We find most of the complaints we receive could have been quickly resolved directly with the provider. So we will usually encourage complainants to approach their provider to discuss their concerns. We also encourage consumers to have reasonable expectations about the outcome they seek.

It is beneficial for all parties involved that complaints are resolved quickly and easily - before they escalate.

Here are some tips on how to manage complaints more effectively:

A fact sheet on how to handle a complaint is available.

Invite the consumer to talk face-to-face.

Listen carefully, respond sensitively.

Consumers may value the opportunity to discuss what happened, to get across their view.

Clarify the issues.

Find out what could resolve their concerns.

Consider the use of an interpreter.

Acknowledge the consumer’s feelings, concerns, and experience.

Try to understand the situation from the consumer’s perspective, as many complaints involve problematic communication due to different perceptions.

An open discussion and an explanation will often resolve any concerns.

Avoid official or technical language, jargon and clichés.

Try not to be defensive.

Make sure the person is not discriminated against as a result of making a complaint.

Reassure them that there won't be a negative impact on their care if they complain.

Reassure them that the complaint will be kept confidential, not put in their health record.

You, or the facility you work at, should have a process in place to manage complaints.

Tell the consumer about how you will manage their complaint.

Outline the complaint management process and how the complaint will be actioned.

Respond promptly, even if it is just to explain the process and timeframe.

Stick to the timeframes.

Keep the complainant informed and give reasons for any delay.

Provide a full response and explain the steps you took.

Acknowledge areas of disagreement without dismissing the consumer’s view.

Outline what happened, any error that occurred, how it happened and any policy or procedure changes you are making to stop it happening again.