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Recommendation 24: Enhancing accountability of the report and complaint system

The recommendation

Ambulance Victoria should revise the Terms of Reference of the Professional Conduct Committee to:

  1. ensure a unified approach to data collection and analysis of the handling of reports and complaints
  2. regularly review reports and complaints data to identify patterns, trends, systemic issues and measures to continuously improve efforts to prevent and respond to unlawful conduct
  3. monitor the performance of the report and complaint system against a range of benchmarks, including timeliness, quality and satisfaction.

What we are doing

  • Determine the precise steps to be taken subject to the proposed design of the new report and complaint system

Where we are up to

29/07/2022

  • AV will start work to enhance the accountability of the report and complaint system once key staff are recruited and other foundational work is progressed.

Timeframe

To be confirmed

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