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Recommendation 17: Supporting choice and control and addressing harm at the earliest opportunity

The recommendation

Ambulance Victoria should:

  1. develop options to support people to resolve reports of unlawful and harmful conduct informally
  2. document in its complaint policies and procedures guidance for complainants and managers on when an informal resolution is safe and appropriate.

What we are doing

  • Develop options to support people to resolve reports of unlawful and harmful conduct informally
  • Document in the consolidated complaint policy and procedure [R16] guidance for complainants and managers on when an informal resolution is safe and appropriate

Where we are up to

29/07/2022

  • AV has begun work to support the design of the new Professional Standards and Behaviours Department which will include options for informal complaint resolution in line with the Commission’s recommendation.
  • 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. This will include providing guidance on when an informal resolution is safe and appropriate.

Timeframe

To be confirmed

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