Purpose
To ensure health and disability service providers respond to complaints and HDC investigations fairly, promptly, and in a way that preserves consumer rights.
Scope
All health and disability service providers receiving complaints under the HDC Code of Rights. Applies to clinical and administrative staff.
Procedure steps
Acknowledge the complaint
Acknowledge receipt in writing within 5 working days. Thank the complainant for raising the matter. Provide your complaints process and expected timeframes.
Internal review first
Attempt to resolve complaints internally before the HDC becomes involved. Many complaints are resolved through a genuine apology and explanation.
HDC notification
If the HDC contacts you about a complaint, respond within the timeframe specified — typically 20 working days for initial information. Do not ignore HDC correspondence.
Gather records
Compile all relevant clinical records, correspondence, and documentation. Do not alter records. Seek legal advice for serious complaints.
Prepare a response
Draft a factual, respectful response. Acknowledge what happened, explain the clinical reasoning, identify any gaps, and describe improvements made.
Implement improvements
Where the complaint identifies a systemic issue, implement changes and document them. The HDC will expect to see evidence of learning.
Final outcome
If the HDC makes a finding of breach, comply with any recommendations (apology, training, system changes). Non-compliance can result in further action.
Legislation
| HDC Act 1994 s31 | The Commissioner may investigate any action of a provider that appears to be in breach of the Code |
| HDC Code of Rights Right 10 | Every consumer has the right to complain about a provider in any form appropriate to the consumer |
| HDC Act 1994 s40 | Providers must cooperate with HDC investigations |
📋 Customise before use — Add your complaints register location, legal advisor contact, and the name of your designated complaints officer.
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