Council's principles for assessment and management of complaints and notifications
Our role in protecting the health and safety of the public means we must have firm principles for assessing and managing complaints and notifications we receive.
These principles include include accountability, trust, independence, consistency and natural justice. This document explains how we apply different principles so that patients and the public in general remain safe and well protected.
The purpose of these principles is to provide a framework for good decision-making about complaints and notifications assessed and managed by the Council. The principles are not intended to cover every specific scenario but rather provide guidance in how complaints should be assessed and managed. The framework applies to the decisions of the Complaints Triage Team (CTT) and of Council.