Consumer feedback and complaints management

Consumer feedback and complaints provide an opportunity to observe the quality of health care from the perspective of consumers and carers. It also assists in directing improvement in the quality of these services.

Policy Directive

The Consumer Feedback and Complaints Management Policy Directive (PDF 209 KB) assists in addressing consumer feedback and complaints. This documents along with several other tools, ensure a consistent approach to feedback and complaints management.

Guideline and toolkit

A Guideline and Toolkit (PDF 513 KB) has been developed to assist staff with the consumer feedback and complaints process. The following tools are included:


Pat Ranieri, Senior Project Officer
Telephone: (08) 8226 2567

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