{"id":1028,"date":"2024-02-21T15:36:53","date_gmt":"2024-02-21T06:06:53","guid":{"rendered":"https:\/\/hepatitissa.asn.au\/magazine-dev\/?page_id=1028"},"modified":"2024-06-27T14:14:04","modified_gmt":"2024-06-27T04:44:04","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/hepatitissa.asn.au\/communitynews\/complaints-policy\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"\n<p>Hepatitis SA (HSA) aims to foster an environment conducive to the resolution of any complaints about the operations of the organisation, brought to us by consumers, in a fair and equitable manner.<br><br>As stated in Hepatitis SA&#8217;s Consumers Rights Policy, consumers are entitled to provide feedback or make complaints about Heptatitis SA services and to have any concerns dealt with properly and promptly, without fear of reprisal or diminished service.<\/p>\n\n\n\n<p>Consumers include services users, members and other stakeholders.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-xx-large-font-size\">Procedures<\/h2>\n\n\n\n<p>General Guidelines for Hepatitis SA Complaints Procedures<br><br>Hepatitis SA will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Protect the confidentiality and privacy of all parties to a complaint<\/li>\n\n\n\n<li>Keep clear and accurate records<\/li>\n\n\n\n<li>Keep all parties to a complaint informed of progress<\/li>\n<\/ul>\n\n\n\n<p>All parties to a complaint may invite a support person to any meetings held to resolve the complaint. Any party\u2019s intention to invite a support person to any meeting should be made known to all parties prior to the meeting. This can be done by contacting the meeting convenor, usually the Hepatitis SA Chief Executive Officer.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-x-large-font-size\">Informal process<\/h3>\n\n\n\n<p>Consumers are first encouraged to talk with the Hepatitis SA Chief Executive Officer in order to resolve a complaint informally. You can find out how to&nbsp;<a href=\"https:\/\/hepatitissa.asn.au\/contact\">contact us here<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-x-large-font-size\">Formal process<\/h3>\n\n\n\n<p>If an informal process has not resolved the complaint, a formal complaint can be made in writing to the Chairperson at Hepatitis SA\u2019s business address:<\/p>\n\n\n\n<p>Hepatitis SA<strong><br><\/strong>3 Hackney Road<br>Hackney SA 5069<\/p>\n\n\n\n<p>Consumers should detail the circumstances of the complaint and what outcome they seek.<br><br>Unless the complaint directly concerns Hepatitis SA\u2019s Chief Executive Officer, the Chairperson will refer the complaint to the Chief Executive Officer for action.<br><br>Where a complaint directly involves the Hepatitis SA\u2019s Chief Executive Officer, the complaint will be referred to the Executive of the Hepatitis SA Board for action, who will follow a similar process to that outlined below.<br><br>The Chief Executive Officer will acknowledge receipt of the complaint to the person making the complaint, setting out the course of action to be followed.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>This course of action will include liaison with all relevant parties named in the complaint.<\/li>\n\n\n\n<li>Where practicable, this will occur within 5 working days of receipt of the complaint, in order to facilitate a speedy resolution of the matter.<\/li>\n<\/ul>\n\n\n\n<p>If the complaint is not resolved to the satisfaction of all parties at this time, a meeting of all parties to the complaint, the Chief Executive Officer and at least one member of the Executive of the Hepatitis SA Board will be held, as soon as can be arranged and generally within two weeks.<br><br>If the complaint is not resolved to the satisfaction of all parties at this time, the complaint will be referred to the Executive of the Hepatitis SA Board for a final decision of the organisation.<br><br>If the final decision of the Hepatitis SA Executive of the Board is not satisfactory to the person making the complaint, he\/she is entitled to make a complaint to:<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-x-large-font-size\">Health and Community Services Complaints Commissioner<\/h3>\n\n\n\n<p>PO Box 199<br>Rundle Mall<br>Adelaide SA 5000<br>Ph: 08 8226 8652<br><a href=\"http:\/\/www.hcscc.sa.gov.au\">www.hcscc.sa.gov.au<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Hepatitis SA (HSA) aims to foster an environment conducive to the resolution of any complaints about the operations of the organisation, brought to us by consumers, in a fair and &hellip;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_FSMCFIC_featured_image_caption":"","_FSMCFIC_featured_image_nocaption":"","_FSMCFIC_featured_image_hide":"","footnotes":""},"ppma_author":[55],"class_list":["post-1028","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints Policy | HepSA Community News<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hepatitissa.asn.au\/communitynews\/complaints-policy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Policy | HepSA Community 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