The Complaints Management Policy sets out the responsibilities relating to complaints management.
This policy applies where a member of the community, or a stakeholder or a departmental employee expresses dissatisfaction about the department's products, services or staff that requires a response or resolution which cannot be managed routinely.
This policy is the foundation document for the procedure that outlines the process for complaints management.
In addition, each service that is funded or run by the government is required to have an easily accessible complaints procedure in place. Services should encourage and assist people to raise their concerns directly with them.
The department has a Complaints Management Procedure that applies to the management of complaints relating to the following departmental services: