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Recommendation 16: Embedding a victim-centred approach to processes and procedures

The recommendation

Ambulance Victoria should amend and consolidate its complaint handling policies and procedures into a single policy that, at a minimum, covers:

  1. a comprehensive list of how, where and to whom a complaint can be made, including the available internal and external reporting options
  2. information about the availability and role of support services
  3. the multiple options available to resolve a report or complaint, from informal resolutions through to formal reports and complaints
  4. how a complaint will be managed, the steps involved, the roles and responsibilities of key staff and service standards that clearly set out what to expect
  5. the range of outcomes that may be achieved
  6. guidance about when a complaint will be immediately escalated to a formal complaint process or referred to an external agency, such as Victoria Police
  7. guidance on when internal and external investigators may be appropriate, including for complaints about senior staff member
  8. how information will be recorded or taken and the confidentiality safeguards in place
  9. information about victimisation, including a clear statement that it is unlawful
  10. how the performance of report and complaint system will be monitored.

What we are doing

  • Amend and consolidate Ambulance Victoria’s complaint handling policies and procedures into a single policy

Where we are up to

29/07/2022

  • AV will start work to amend and consolidate our complaint handling policies and procedures into a single policy once key staff are recruited and other foundational work is progressed.

Timeframe

To be confirmed

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