Australian HealthCall Group's complaints procedure has been developed to ensure that any complaint irrational-complaintsis dealt with promptly and effectively.

The process is as follows: 

  1. We contact the complainant and obtain a full account of the matter within 24 hours of the complaint being lodged.
  2. Staff advise the Administration Manager and the General Manager during business hours.
  3. If more urgent contact the General Manager after hours on the mobile phone.
  4. GM of elected representative consults with all staff, any relevant people and
    external agencies involved in the matter.
  5. The issue is reviewed and outcomes/recommendations are made by the
    General Manager.
  6. The result of the investigation is disseminated and signed for all relevant parties.
  7. A copy is maintained in the staff/client file and incident file.
  8. A letter is sent to the complainant outlining the findings and the resolution.
  9. All outcomes of the investigation be they disciplinary, safety or other are dealt with
    in the appropriate manner and documented in the incident file or staff/client file.
  10. If the outcome requires Mandatory Notification of the police, registration board
    etc this is carried out by the General Manager.
  11. All aspects of the investigation are treated as confidential.
  12. Australian Healthcall Group uses complaints as a mechanism to review processes
    and to implement improvements for the future.
  13. Consideration is to be given if there is a need to raise a Corrective Action and Preventative Action Form