Complaints and disputes
The following process applies to clients, stakeholders, contractors, suppliers, people with disabilities, family members/carers of people with disabilities, staff or any other person.
No complaint or appeal will result in any discriminatory action against the complainant or appellant.
The HDAA internal complaints procedure is maintained by the managing director who retains a "Complaints Log" that documents the process of a complaint and its outcome. Complaints may be provided in writing or verbally. If verbal complaints are made HDAA will record the complaint. In the event that service concerns or issues are raised the following process will be followed:
- All complaints and appeals shall be documented and shall be recorded in the HDAA Complaints and Appeals Log.
- Any complaint or appeal will be acknowledged in writing and the results of any complaint or appeal will be responded to in writing.
- The complainant will be advised of complaints process and actions towards resolution.
- Within 3 working days of receiving a written complaint or appeal an acknowledgment will be sent to the complainant or appellant stating who is investigating the complaint or appeal and identifying action to be taken within 10 working days and that resolution of will occur within 20 working days.
- A resolution within 20 working days will occur unless an agreement with the complainant or appellant is provided for an extension.
- The complainant or appellant has a right to formally present their case.
- HDAA will determine the best person to investigate the complaint. Should the complainant voice concern about the investigator then agreement will be reached for an alternative person to investigate.
- Where appropriate, any concerns or issues will be raised with the person directly involved in the first instance. Any issue or concern raised will include a statement of possible resolution. The persons involved will use their best endeavours to reach a satisfactory solution. The managing director will be informed of the proposed resolution.
- If no resolution can be achieved to the complaint or appeal, the complainant or appellant and HDAA shall agree a mediator who will mediate a resolution; this includes Department of Health and Ageing or Medicare Australia for Diagnostic Imaging practices. The mediator's decision will be final. In programs in which HDAA is accredited by Jas-ANZ clients may then lodge a complaint with our accreditation body Jas-ANZ.
- The complaint log will be completed when the complaint of appeal is finalised.
Contact HDAA Managing Director, David Hamer.
Appeals to certification or accreditation
There may be an occasion where the client wishes to appeal the audit report. HDAA expects that these situations would be rare especially in view of its objective based auditing and approach to building a transparent relationship with the client. However should the client wish to appeal the final audit report result then the following process applies:
- The appeal should be received within 10 working days of a certification or accreditation decision being made by HDAA.
- HDAA will acknowledge the appeal in writing and describe the appeal process.
- A lead auditor will review all information and decide whether a change to the final report is justified. If so, then a report is provided to HDAA with recommendation for approval.
- If no change then the matter is referred to the managing director (who has not been involved in the audit team for the specified client) or an independent contractor reviews all information and recommends to the board whether a change is justified.
- If the managing director determines that no change can be made to the report then an option will be to re-audit the disputed areas with a different auditor (subject to cost implications).
- If no agreement is reached with the client the dispute is referred to mediation or if the client agrees, the Agreement between HDAA and the client is terminated.
Gifts or inducements
To manage any conflict of interest, HDAA policy is that no gifts, inducements or benefits shall be accepted without the written prior approval of the Managing Director.
A gift is any item or benefit that is offered in excess of $50 (excl GST).
The HDAA recipient needs to provide the Managing Director with a description of: a) the gift, b) the donor, c) purpose of the gift, and d) value of the gift.
It is acknowledged that members of the audit team may be asked to participate in morning and afternoon teas, lunch or dinner and that this is not considered as a gift or inducement.
All records of gifts received will be kept in the HDAA Gift Register and an acknowledgement of the gift will be sent to the donor by HDAA.