Health Complaints Act 2016
Sch 1Interim standards for complaint handling
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Schedule 1—Interim standards for complaint handling
The following interim minimum standards for handling a complaint apply to a health service provider—
(a) that a complaint made by a person about a health service provided to or sought by a person or an offer of a health service to a person, be promptly acknowledged and an attempt to resolve the complaint made in a manner that is appropriate to the circumstances;
(b) that information about how a complaint may be made and the procedures for making a complaint is to be provided to a person who is provided or offered a health service by the health service provider;
(c) that the complaint information is provided in an accessible and understandable form;
(d) that a person who has made a complaint be informed of the progress of the complaint and any outcome of the complaint;
(e) that personal information collected in respect of a complaint be kept in a confidential manner;
(f) that a record of all complaints be kept including any action taken in respect of a complaint.