33Complaints

33 Complaints

(1) A contracted service provider must cooperate fully and promptly with any inquiries by the Minister or the Department in relation to any complaint. (2) A contracted service provider must establish a procedure for dealing with complaints by or on behalf of a voucher‑holder about a hearing service provided by the contracted service provider. (3) A contracted service provider must provide each voucher‑holder who receives a hearing service from that provider with clear and simple written information about the contracted service provider's complaints procedure, including the way to make a complaint. (4) If a person makes a complaint about a hearing service provided by a contracted service provider under the voucher system, the contracted service provider must take reasonable steps to try to resolve the complaint to the satisfaction of the person.