The Complaints Management Quality Committee (CMQC) is an independent committee established to provide advice to the Minister on the quality, efficiency and effectiveness of the Disability and Community Care Services' complaints management system.
The CMQC has six members, including the chairperson. Members are appointed by the Minister for a three-year period and are selected for their skills and experience in either representing the views of people with a disability, providing disability services, or through their expertise in the investigation and resolution of complaints.
The committee's role is to review and advise on complaints handling and its links to continuous improvement and to advise on complaints-handling policy and practice. The Minister relies on the skills, experience and networks of the committee members to provide advice on any anomalies, trends or emerging issues in the disability sector.
The CMQC meets quarterly to:
- receive reports regarding complaints made about Disability and Community Care Services operated and funded by the department
- undertake independent reviews of samples of individual cases of complaints handling
- advise the Minister on:
- systemic issues and trends in complaints and recommend priority areas for attention
- the implementation of the complaints management system
- specific service delivery issues that are identified through the review process
- the extent to which complaints management is contributing to continuous improvement, including the extent to which recommendations arising out of the resolution of complaints are subsequently followed/adopted.
This work is licensed under a Creative Commons Attribution 3.0 Australia License