Northern Division Complaint Policy

That the Northern Division is committed to effective and timely resolution of complaints made to the organisation about our operations.

All complaints and concerns received by Northern Division of General Practice are dealt with in a consistent manner, enabling speedy and effective solutions and minimising adverse impacts relating to the credibility and reputation of the Division. 

A complaint is a written or verbal expression of dissatisfaction about an action, a proposed action, or failure to act in a proper and responsible manner at governance and operational levels.  This includes failure by Northern Division of General Practice to observe published policies, practices, and procedures.

A concern is a written or verbal expression of dissatisfaction or an enquiry which can be satisfied by provision of advice, assistance, referral about a matter. 

An enquiry is a written or verbal approach by a member or service provider which can be satisfied by the provision of written or verbal information, advice, assistance, clarification or referral about a matter.  At least initially, enquiries can be treated in this manner, but assistance provided to formalize enquiries into the category of concern or complaint.

Complaints are to be in writing to the CEO.

Complaints are presented to the Board as determined by the CEO.

All complainants to the Division will receive a written response from the CEO (or delegate) within 30 days from when the complaint was received.

The Division will attempt to resolve complaints to the satisfaction of all parties as per this policy.

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