We recommend that you first try and resolve the complaint directly with the provider of the service (eg. The dentist, doctor or hospital). This is because often the quickest and most effective way to resolve a complaint is by discussing your concerns with, and obtaining information from, the service provider. Many complaints can be attributed to a lack of communication between the two parties. Our legislation encourages a direct approach before our Office accepts a complaint for conciliation. However, we do understand that in some instances a direct approach is not always appropriate.
Here are some tips to help you in resolving your complaint directly with the service provider.
Approaching the Service Provider
You may raise the complaint with the service provider by letter, telephone or in person. Depending on the circumstances some people prefer to deal with matters on the telephone or in writing while others prefer a face-to-face approach. Choose whichever option you are more comfortable with.
Complaining by Letter or Telephone
A letter allows you time to consider what you want to say and often ensures that the details and facts are a complete account of your recollection of the events that occurred. Remember it is a good idea to say what outcome you would like to achieve. Planning your letter also allows you to express your grievances in a clear and chronological order, it also allows the service provider time to review your concerns, consult their documentation and prepare a thorough response.
Things to include in your letter/communication with the service provider:
- Details of the parties involved, including the service provider’s details, your contact details, and if you were not the user (or ‘patient’), the user’s contact details.
- To the best of your ability give an accurate summary of what happened and why it is of concern. Give sufficient details to allow the provider to respond, (for example: provide times, dates, and locations).
- It may be useful to supply copies of any relevant documentation that you have and a list of any questions that you would like answered.
- Consider what you would like to be done in response to your complaint. Set clear and realistic objectives that you hope to achieve by making the complaint.
Complaining in Person
If you choose to make a face-to-face complaint it is a good idea to do some preparation prior to the meeting:
- Contact the provider to set up a meeting or advise when you intend to visit.
- Consider whether you want a support person (eg. friend) to attend with you.
- Think about whether you want to send the service provider a list of questions or issues of concern that you want to discuss. If so ensure they receive it with sufficient time to review it prior to the meeting.
- Think about what you want to achieve from the complaint.
- Bring relevant documents or other information that you may need.
- Take a pen or paper to note any significant information given.
- If you make an appointment, ask if there will be sufficient time to discuss your concerns.
- Take a note of who you will be meeting with to discuss your complaint.
- Should a satisfactory outcome not be reached then contact us. Our staff can give advice on any queries that you have and advise what options are available to you.
