Complaints

If a person or organisation is aggrieved by a QIC-related act or omission, or about a QIC accredited organisation, and wishes to bring their concerns to QIC’s attention, they may make a complaint. If the act or omission concerns a decision to grant, extend or withdraw accreditation, or a decision applying QIC policies, which the complainant wishes to have re-considered, it may be more appropriate to appeal (see below).

QIC’s policy is to treat complaints with respect and discretion. Once a complaint is lodged with us, we will give you a response in writing in a timely way, will investigate the complaint and will treat it as an opportunity to improve.

Writing your complaint

Complaints should be in writing and should contain:

• a clear indication that you are making a complaint
• name and contact details of the complainant
• the capacity in which you are making the complaint eg. representative of an organisation, member of the public, service consumer etc
• date complaint submitted
• description of the subject matter of the complaint.

Please send your complaint to the Executive Director, Quality Improvement Council, 5th Floor, Health Sciences 2, La Trobe University, Bundoora Victoria 3086.

What you can expect

After you lodge your complaint, we will:

• acknowledge receipt of the complaint in writing within 10 days
• contact you to clarify the complaint if needed
• investigate your complaint
• track your complaint as it is investigated
• escalate your complaint to the QIC Board if needed
• provide a written response to you within 12 weeks of the complaint, or sooner if possible.

Suggestions to streamline complaint handling

• Start by communicating your concern close to the source. If the problem arose with one of our Licensed Providers (IHCA, QICSA, QMS, or Te Wana), contact them to try and resolve it (however note that this is not required)
• Lodge your complaint promptly after the problem occurred, or even during it if you can
• Be clear about how you would like to resolve the problem.

Appeals

If a person or organisation is unhappy about a decision by QIC to grant, extend or withdraw accreditation, or in the way QIC policies are applied, and would like a re-consideration of the decision, an appeal can be made to QIC. If your concern is about your experience with the QIC Standards and Accreditation Program or with an accredited organisation not involving a particular decision, a complaint may be a better approach (see above).

QIC’s policy is to treat appeals with respect and discretion. Once an appeal is lodged with us, we will investigate it and re-consider the decision if warranted. A  written response will be provided to you  in a timely way.

Grounds of appeal

An appeal against a decision by QIC can be made on the following grounds:

• an error was made in the making of a decision
• relevant and significant evidence was not properly considered or was incorrectly interpreted
• inappropriate weighting was given to evidence
• the original decision was inconsistent with the published criteria for accreditation.
  

Administration fee

An administration fee of $50 is payable by the appellant on lodgement of an appeal.  QIC may waive the administration fee in cases where the appellant is able to demonstrate extreme hardship.

Writing your appeal

Your appeal should be made in writing, setting out:

• that you are lodging an appeal
• name and contact details of the appellant
• the capacity in which you are making the appeal. The person should be a properly authorised representative of the organisation that is the subject of the appealed decision  eg. the CEO or senior manager
• date the appeal is submitted
• the decision against which the appeal is made
• ground/s for the appeal (see above)
• evidence for the appeal.

Please send your appeal to the Executive Director, Quality Improvement Council, 5th Floor, Health Sciences 2, La Trobe University, Bundoora Victoria 3086.

What you can expect

After you lodge your appeal, we will:

• acknowledge receipt of the appeal in writing within 10 days
• decide whether to grant the appeal summarily
• if not, we will convene an internal Appeal Committee
• arrange for the Appeal Committee to meet within 6 weeks of the appeal being lodged
• provide an opportunity for you to discuss your case with the Appeal Committee and those who made the appealed decision. Legal counsel is not permitted to attend the appeal
• provide you with a written decision on your appeal within 5 working days of the Appeal Committee meeting.

Suggestions to streamline the appeal process

• Start by communicating your concern close to the source. If the decision was made by one of our Licensed Providers (IHCA, QICSA, QMS, or Te Wana), contact them to try and resolve it (however note that this is not required)
• Lodge your appeal promptly after the decision was made
• Be clear how you would like to resolve the problem.