Service Standards

All our stakeholders can expect the following service standards from the HCSCC:

Visibility

The HCSCC will promote its opening hours, contact details and the services it provides in a manner which facilitates access and takes into account the diversity of the Northern Territory population. The Commission also undertakes to:

• take enquiries and complaints between 8 a.m. and 4.30 p.m. Monday to Friday; and
• regularly visit regional centres to take complaints.

Accessibility

The HCSCC undertakes to provide services that are accessible and appropriate by:

• assisting those with special needs to prepare and lodge complaints;
• using trained interpreters as necessary;
• enabling complainants to lodge oral complaints;
• visiting regional centres regularly; and
• providing and advertising a toll free telephone number.

Fairness and Impartiality

The HCSCC will ensure fairness and impartiality in its operation by:

• not favouring either those making or those responding to complaints;
• giving equal regard to all complaints;
• being independent of any individual, group or organisation subject to a complaint;
• acting with respect for the interests of the public;
• promoting open and transparent decision making by providing reasons for its decisions and outlining the factors taken into account in reaching a decision; and
• providing an independent review mechanism.

Timeliness

The HCSCC will operate in a timely manner and will:

• answer calls and correspondence promptly;
• carry out assessment of complaints within 60 days; and
• give information to people involved in a complaint about the process of the complaint every six to eight weeks.

Lawfulness

At all stages of the complaint process the HCSCC will act within its statutory powers and abide by the principles of natural justice.

HCSCC Staff

The HCSCC undertakes that its services are provided by staff who are courteous and professional and will:

• identify themselves and provide their contact details in telephone calls and correspondence;
• perform their work conscientiously, with honesty and integrity;
• be competent to carry out the tasks required of them; and
• clearly inform those who contact the HCSCC of the limits of their powers and resources, and the services they are unable to provide.

Information

The HCSCC, through its staff, promotional material, web site and annual reports, undertakes to provide:

• accurate and reliable information on its services, policies, procedures and statutory authority;
• information on the complaints process and the options available within the process; and
• information on alternative services and how to access these services.

Accountability

The HCSCC is committed to continuous improvement and undertakes to:

• develop and implement a system for gathering feedback from those who access the HCSCC;
• inform all users and providers of the mechanism for reviewing the process by which the HCSCC handles complaints and reaches decisions;
• monitor the adequacy of action taken by providers in response to HCSCC’s recommendations; and
• provide, in its annual report, information on the HCSCC’s effectiveness in securing compliance with recommendations.

Privacy and Confidentiality

The HCSCC will maximise the privacy and confidentiality of those using its services by:

• handling material provided to the Commission with consideration as to the effect it may have on both individuals and organisations;
• subject to legislative requirements, releasing information only with the prior permission of the individual or organisation providing that information; and
• publishing data which does not identify those using the Commission’s services