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6.0
Statement of
service performance
The HDC carries out several key activities in
relation to its responsibilities under the Act:
• The Commissioner assesses and
resolves complaints, including via
formal investigations.
• The Commissioner responds to enquiries.
• The Commissioner promotes and
educates consumers, providers,
professional bodies and funders about
the provisions of the Code of Health and
Disability Services Consumers’ Rights.
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• The Commissioner provides policy advice
on matters related to the Code of Health
and Disability Services Consumers’ Rights
and legislation that affects the rights of
health and disability services consumers.
• A nationwide, independent advocacy
service promotes and educates
consumers about their rights, and
providers about their responsibilities, and
assists consumers unhappy with health
or disability services to resolve complaints
about alleged breaches of the Code of
6.1 Output Class 1: Complaints resolution
Performance and measures Achievement
Health and Disability Services Consumers’
Rights, at the lowest appropriate level.
• The independent Director of Proceedings
initiates proceedings against providers.
HDC carries out the above activities
through four output classes: Complaints
Resolution; Advocacy; Proceedings;
and Education.
Output 1 – Every complaint is addressed promptly and impartially using the most appropriate option under the HDC Act 1994.
Complaints are closed within reasonable timeframes
Estimated Annual Volume:
Estimated 1,400 complaints received.
Estimated Resolution Times:
1. 80% closed within 6 months.
2. 95% closed within 12 months.
3. 99% closed within 2 years.
Targets achieved
1,564 complaints were received
– this represents 112% of the annual estimated volume.
Targets substantially achieved
1. 80% (1,102 of 1,380) closed within 6 months.
2. 93% (1,290 of 1,380) closed within 12 months.
3. 98% (1,350 of 1,380) closed within 2 years.
HDC received 11.3% more complaints than the previous year.
Output 2 – Where quality and safety issues are identifi ed, changes are recommended. Recommendations are followed up to ensure
improvements have occurred.
Providers made service improvements based
on HDC recommendations
A random sample of providers who have reported that they
have complied with HDC recommendations between 1 July 2011
and 30 June 2012 will be audited to verify compliance. 99% of the
random sample will be found to have complied.
Target achieved
100% (6 of 6) providers subject to recommendations at the
conclusion of the investigation process had their compliance
with HDC recommendations reviewed.
The six providers were reviewed for compliance; fi ve fully met the
compliance and one still has to provide more information to fully
meet the compliance (partial compliance to date).