5.5 Complaints management
The department is committed to accepting and investigating complaints and processing information access requests about its services in an open, impartial and timely manner. In addition to its legislative obligations, the department has a corporate obligation to act in the best interests of its clients.
It is important that all complaints are managed in line with the department's values and every attempt is made to address the matters that arise from such complaints and requests. This enables the department to meet its legislative obligations and enhance its quality improvement activities.
The department's Corporate Integrity, Information and Resolutions unit (CIIRU) provides support and assistance in the management and development of complaints guidelines and process. CIIRU also manages a complaints line for department staff and members of the public to register their complaint or query. The telephone number is: 1300 884 706 or via email complaints.reception@dhs.vic.gov.au.
The department's definition of a complaint is taken from the AS ISO 10002-2006 Customer Satisfaction - Guidelines for Complaints Handling in Organisations. A complaint is defined as:
- a registered expression of dissatisfaction with any departmental service, provided, funded or regulated
- lodged by a complainant or their representative
- verbally or in writing
- a complaint relates to a specific episode, occurrence or failure in provision of service that has resulted in an impact on any individual or group.
A general expression of concern is not defined as a complaint, nor are appealable matters.
For more information visit CIIRu at http://www.dhs.vic.gov.au/pdpd/ciiru/