Systems and processes
29 Systems and processes
A registered social service provider must implement and maintain systems and processes—
to support service users and their support persons to give feedback, make a complaint or raise a concern about the safety of a social service; and
to investigate, respond to and resolve any feedback given, complaint made or concern raised by service users and their support persons about the safety of a social service; and
to report on—
any feedback given, complaint made or concern raised by service users and their support persons about the safety of a social service; and
the registered social service provider's response to, or resolution of, the feedback, complaint or concern.
A registered social service provider must inform service users about their right—
to raise matters of social service safety with the Regulator for the purpose of monitoring and enforcing compliance with the Social Services Standards; and
to make a complaint about the safety of a social service to any other entity.
Examples
The entities referred to in subclause (2)(b) may include, but are not limited to, the following—
• the Ombudsman;
the Disability Services Commissioner;
the Health Complaints Commissioner;
the Department of Families, Fairness and Housing;
the Mental Health and Wellbeing Commission.
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