352KComplaints—investigation

352K Complaints—investigation (1) The director-general must take reasonable steps to investigate each complaint the director-general accepts for consideration. (2) Before investigating a complaint, the director-general must— (a) tell the complainant, in writing, that the complaint is to be investigated; and (b) tell the approved care and protection organisation the subject of the complaint, in writing— (i) that the director-general has received a complaint about the organisation; and

Division 10.4.3 Approved care and protection organisations—complaints (ii) the details of the complaint; and (iii) that the director-general is going to investigate the complaint; and (iv) that the organisation may make an oral or written submission to the director-general about the complaint. (3) However, if the director-general considers that disclosure of a particular detail of the complaint (including the complainant’s name or address) may have an adverse effect on the complainant, the director-general— (a) must not disclose the detail; and (b) may instead include a general statement about the detail.