Complaints Process

Background

Healthway values the relationship with all its stakeholders and customers and aims to:

  • provide the highest possible quality service;
  • evaluate and continuously improve the levels of service and customer/stakeholder satisfaction; and
  • respond in a timely manner to any feedback, comments, queries and issues raised.

Healthway’s Customer Service Charter details these aims and advises that, while customers are encouraged to resolve any concerns in the first instance with the staff member with whom they have the most contact, any formal complaints can be made directly to the Executive Director.

Healthway’s complaints handling policy provides the framework for the lodgment of complaints in respect to the services provided by Healthway and details the process that will be followed in resolving such complaints. 

 

Definition of a Complaint

Healthway defines a complaint as ay expression of dissatisfaction or concern received by Healthway that relates to products or services provided by Healthway or performance, behaviour and conduct of staff, or the complaints handling process itself.

Therefore this does not include:

  • customers seeking clarification from Healthway of the methods of operation and policies and  procedures used in dealing with their grant or sponsorship requests or enquiries; and
  • appeals with respect to a grant or sponsorship offer, following consideration of an application by the Committee and Board. Healthway has a separate policy and process with respect to consideration of appeals - although appeals follow the same principles as complaints, appeals are referred back to the relevant Advisory Committee which makes a recommendation to the Board.

 

Principles

Heathway will apply the following principles to complaints:

Visibility
Promote Healthway’s Complaints handling Policy and Procedures for lodging complaints to all external clients.

Access
Ensure the Complaints process is available to all external clients.

Fairness
Recognise the need to be fair, objective and equitable to both the complainant and the officer against whom the complaint is made.

Responsiveness
Deal with complaints quickly, treat complaints with courtesy and wherever possible resolve complaints at first point of contact.

Assistance
Provide assistance for complainants in the formulation of complaints if requested. (eg translator)

Charges
Where a complaint is received about Healthway’s products or services, officers performance or behaviour or the complaints handling process, the complaints handling process will be provided free of charge.

Accountability
All employees take responsibility for effective complaints handling.  Managers are responsible for implementing the policy and procedures.  Managers will monitor complaints in an endeavour to improve the quality of services. In this respect, data is collected on complaints lodged and outcomes achieved, to assist in the identification of systemic and recurring problems and/or potential improvements to service delivery and customer relations;

Reviews
Undertake reviews of the complaints handling process to ensure it is effective and efficient.

Note: In addition to gathering service improvement data through the complaints handling process, Healthway has for a number of years also engaged the Health Promotion Evaluation Unit at the University of Western Australia to conduct independent satisfaction surveys of organisations in receipt of grants or sponsorships from Healthway and to evaluate the performance of Healthway projects in the WA community.  This information assists Healthway to determine the level of satisfaction of organisations across the State and provides objective information on areas in which service improvements can be made.

 

Process for the lodgement of a complaint 

Oral Complaints (in-person or by telephone) about the quality of any service provided by Healthway may be made by any customer (complainant) direct to an officer over a public counter, at any personal or official meeting, or by telephone. 

  • Wherever possible, all oral complaints should be dealt with and resolved at the first point of contact;
  • Where the complaint is unable to be resolved at the first point of contact, the complaint must be referred immediately to a relevant officer with authority to resolve the complaint or the Manager/Director; and
  • If the Manager/Director is unable to resolve the complaint orally, the complainant shall be advised that they may put the complaint in writing, with assistance provided, as required. (see General Written Complaints).

Complainants having difficulty in making a complaint due to issues with English language assistance can be provided by contacting Healthway or contacting Translating and Interpreting Service (TIS) on 131 450.

General Written Complaints (including facsimile or email) may be made by any customer (complainant) about the quality of any service or product provided by Healthway.

  • A written complaint concerning a program specific issue may be addressed to the Healthway program Manager/Director responsible for the specific program/service(s) subject to the complaint, or addressed to the Executive Director; and
  • All other complaints shall be addressed to the Executive Director.

NOTE:   Anonymous complaints will be acted upon at the discretion of the Manager and it will not normally be investigated unless it raises a serious matter and there is sufficient information in the complaint to make out a prima facie case or justify conduct of an investigation.


What to include in a complaint?

Complainant should consider placing the following in their complaint:

  • What is the issue and what happened ? when and where did it happen (place, time and date, etc) ? who was involved ? include details of any telephone conversations and meetings.
  • Any evidence or relevant documents to support the complaint ? 
  • Identify if the complaint has also been lodged with another agency/Department or taken any action already in relation to your complaint ?
  • What action or outcome that would provide a satisfactory outcome or result ?.
RESPONSIBILITIES OF MANAGER/DIRECTOR TO WHOM INVESTIGATION AND RESOLUTION OF A COMPLAINT IS ASSIGNED

In investigating and resolving a complaint, the Manager/Director to whom with whom the complaint is lodged or to whom responsibility is assigned by the Executive Director will seek to:

  • Ensure the Executive Director and Director Corporate Services are aware of the complaint lodged and briefed on the proposed process for investigation and resolution;
  • Agree a timeline for investigation and resolution with the complainant (acknowledgement within 5 working days and resolved within 30 days);
  • Provide sufficient resources within their area of control to ensure the efficient and effective investigation and management of the customer complaint;
  • Monitor the progress of the complaint handling process;
  • Keep the complainant updated with respect to the progress of the investigation;
  • Provide a written response to the complainant once the investigation has been completed;
  • Maintain an appropriate record of the complaint, the investigation and outcome (for both an oral or written complaint) and provide these details to the Executive Director and Director Corporate Services upon completion; and
  • Ensure the complainant is made aware of the ability for a review if they are dissatisfied with the outcome.

The Director Corporate Services will maintain a log of all complaints received and this log will be reviewed by the Corporate Executive to determine the causes of any recurrent complaints and whether remedial/process improvement action is required.

 

Rights of Complainants

Fairness - Complainants have rights to:

  • be heard;
  • know whether Healthway’s relevant service guidelines have been followed;
  • provide and request all relevant material to support the complaint subject to the Freedom of Information Act;
  • be informed of the criteria and processes, including the avenues for further review;
  • be informed of the response of the officer and/or process complained of;
  • be informed of Healthway’s decision and the reasons for that decision;
  • know that the complaint is being reviewed independently, if considered necessary; and
  • confidentiality, if requested.

Responsiveness - Complainants shall be:

  • advised how long it will take to deal with the complaint (by agreement where possible); and
  • be kept informed of progress by telephone advice, correspondence or interview.

 

Rights of Healthway's Officers

1.   Dealing Directly with the Complainant - Oral or Written

Healthway Officers have the right to:

  • Obtain sufficient detail about the complaint to enable a proper investigation and response to the complaint;
  • Agree with the complainant the time required to provide information to resolve the complaint;
  • Agree with the complainant the form the response will take (oral or written); and
  • Record complaint details, timing and the form of response for reporting purposes (to the Executive Director).

2. Written Complaints against Healthway (dealt with by Manager/Executive Director or independent reviewer)

A Healthway Officer against whom complaint has been made has the right to:

  • Assemble sufficient detail about the complaint to enable the officer to properly respond to the complaint;
  • Place all relevant material before the Manager/Director/reviewer investigating the complaint;
  • Provide oral and/or written submissions regarding the complaint; and
  • Be informed of the decision and the reason for the decision.

 

Withdrawal of a complaint

A complaint may be withdrawn at any time. Complaints that warrant investigation may be pursued even though the complaint has been withdrawn.

 

Complaints to the Ombudsman

Where a complainant does not accept/is not satisfied with the complaint response/resolution offered by Healthway (and wishes to pursue the matter further) that person shall be advised that they have a right, and may lodge a complaint with the Ombudsman (in accordance with the Ombudsman's specific requirements).

 

Reporting

Healthway also collectively reports on all complaints handling and complaint received to its Corporate Executive and will collectively report significant or material complaints in its Annual Report. The Healthway Finance and Audit Committee is also kept informed of serious or significant complaints, the steps taken to resolve complaints received and where appropriate, changes implemented to improve service delivery.

 

Where to make a complaint

Complaints, comments or feedback can be made through any of the following:
Address:

Healthway
PO Box 1284
West Perth WA 6872
Phone: (08) 9476 7000
Fax: (08) 9324 1145
Email: healthway@healthway.wa.gov.au

or

Healthway’s website by clicking  on "complaints and compliments " on our home page.