352HComplaints—making a complaint

352H Complaints—making a complaint (1) If a person believes on reasonable grounds that an approved care and protection organisation is noncompliant, the person may make a complaint to the director-general about the noncompliance. (2) A complaint must— (b) include the name and address of the person making the complaint (the complainant).

Division 10.4.3 Approved care and protection organisations—complaints (3) However, a complaint— (a) may be made orally if the director-general is satisfied on reasonable grounds that exceptional circumstances justify action without a written complaint; and Example—exceptional circumstances Waiting until the complaint is put in writing would make action in response to the complaint impossible or impractical. (b) need not include the complainant’s name and address if the director-general is satisfied on reasonable grounds that exceptional circumstances justify action without the complainant’s name and address. (4) If a complaint is made orally under subsection (3) (a), the director-general must make a written record of the complaint as soon as practicable. (5) If a complaint does not include the complainant’s name and address under subsection (3) (b), the director-general need not report to the complainant under— (a) section 352K (Complaints—investigation); or (b) section 352M (Complaints—action after investigation). (6) The director-general may make arrangements for people with particular communication needs to ensure they have adequate opportunity to make a complaint.