132Standards for complaint handling

132 Standards for complaint handling

(1) The Commissioner must prepare a document that sets out the standards to be met by health service providers in handling complaints in respect of the following matters—

(a) the provision of information regarding the making of complaints in an accessible form;

(b) the acknowledgement of complaints in a prompt manner;

(c) the requirements to resolve complaints promptly;

(d) keeping each complainant informed about the handling of a relevant complaint;

(e) advising each complainant of the outcome of the relevant complaint;

(f) keeping personal information confidential;

(g) keeping records of all complaints, complaint handling and outcomes;

(h) any other matter for or with respect to the handling of complaints by health service providers.

(2) The Commissioner must prepare a document under subsection (1) within 2 years of section 131 and Schedule 1 coming into effect.