Statewide complaints management

These documents complement each other and provide information on complaints management and resolution for complaints made to the Department of Health Tasmania.

It outlines how complaints are assessed/triaged for response, and the workflow of managing a complaint to an outcome/resolution, with a focus on Tier 1 complaints (those with the most risk).

The Statewide Complaints Management Oversight Unit (SMOU) works within this framework and policy with a focus on Tier 1 complaints, those which have significant risk or consequences. SCMOU also acts as a “one front door” approach for receiving and triaging complaints of any level, relating to the Department of Health Tasmania.

Complaints are managed through the 5R’s process.

Text description of the 5R process

Step 1 - Receive

Once we receive a complaint we will:
acknowledge the complaint within five (5) working days

Step 2 - Rate

We assess and triage the complaint. This means we will:
identify the issues, confirmed desired outcomes and everyone involved

Step 3 - Refer

After we assess the complaint, we will determine the best way to manage. This means we will:
refer the complaint to the relevant team

Step 4 - Review

When we have referred the complaint to the best team to manage it they will:
assess what has happened and determine what we should do

Step 5 - Respond

After we have reviewed the complaint we will:
respond to you with information about the outcome of the complaint