Policy
Our office follows a range of policies and procedures to ensure we maintain high professional standards and act consistently with our values
Whole of office policies
Code of conduct
Our code of conduct outlines the standard of behaviour expected of our staff.
The code sets out an expectation that work will be completed efficiently, fairly, impartially and with integrity.
Service charter
Our service charter sets out the standards of service.
This includes information about what complainants can expect from us and also what we expect from complainants.
Privacy policy
Our office is dedicated to ensuring appropriate protection of personal information.
Our privacy policy sets out how our staff (and any relevant consultants or contractors) protect any personal information collected or held by our office.
Complaint management policies
Assessment policy
This policy outlines how we assess complaints made to the Ombudsman.
When someone contacts us, we first consider whether we can look into the issue/s being raised. We are only able to progress complaints and concerns that the law allows us to consider.
Download our assessment policy (Word)
Preliminary inquiry policy
This policy sets out the role of preliminary inquiries when our office is assessing complaints to the Ombudsman.
The guiding principle for preliminary inquiries is to efficiently and effectively assess complaints to maximise the use of our resources and ability to provide high-quality services.
Download our preliminary inquiry policy (Word)
Early resolution policy
This policy sets out our early resolution transfer process at the assessment stage when a complaint is made to the Ombudsman.
Our early resolution processes are designed to make engaging with our office easier and more straightforward.
Download our early resolution policy (Word)
Investigation policy
This policy outlines our approach to investigating complaints to the Ombudsman.
Complaint investigations are an important way that we can identify and address potential issues in the National Registration and Accreditation Scheme (the National Scheme).
Download our investigation policy (Word)
Feedback and review of our decisions
Service delivery feedback
This policy sets out how we handle feedback about how our services were delivered.
As an office that handles complaints, we understand the unique value of hearing feedback, particularly concerns or suggestions for improvement, about how a matter was handled to continuously improve.
Download our service delivery policy (Word)
Download our service delivery policy (PDF)
Internal review
Our internal review policy outlines how we handle applications for review of a decision made by our office.
Complainants have the right to ask for a review of most decisions made by our office. We will only assess a request for an internal review on one occasion.
Download our internal review policy (Word)
Download our internal review policy (PDF)
Memorandum of understanding
We enter into memorandums of understanding with other organisations and agencies to clarify how we work together to achieve the objectives of the Health Practitioner Regulation National Law.