How to resolve complaints and concerns

Managing complaints and Four A’s of effective responses to complaints

Some successful complaint strategies include the use of the four A’s which include: Acknowledgement, Answers, Action, Apology. It is important to remember that complaints can generate positive practice improvements and opportunities rather than a negative experience.

Receive the complaint

Acknowledge you have received the complaint, advise the consumer of your complaints process and agree on the next steps.

Identify and assess the issues

Answers – attempt to reach a clear understanding of the consumer’s issue(s) and concern(s), and the outcome(s) they are seeking and confirm you will endeavour to provide the answers to their concerns.

Try to reach a solution and keep accurate records

Action – engage with the consumer to attempt to reach a potential solution(s) and be open to negotiation. Keep accurate records of any conversations and correspondence, as well as any steps taken to finalise the complaint.

The importance of an apology

Apology – it is important to apologise for the experience that the consumer has been through and if you have identified areas for practice improvement, an apology for any distress caused would be appropriate. An apology needs to be sincere and accompanied by the above three responses to assist to achieve effective resolution of the issues. Conveying an apology for a consumer’s experience does not infer that there is any fault or blame.

Tips

• Try to understand how the situation is impacting the consumer and respond with empathy.
• Maintain regular communication throughout the process.
• Allow the consumer to have a support person.
• Use simple language.
• Remember to refer to any relevant policies, guidelines, codes of conduct, or legal/regulatory obligations.
• Aim to finalise complaints within 2 to 3 weeks.

Other resources

Having policies for dealing with consumer complaints is good practice. For more information on this and related matters, see the following resources:

• Better Practice Complaint Handling Guide (Commonwealth Ombudsman)
• Checklist for practitioners handling feedback and complaints (Australian Health Practitioner Regulation Agency)
• Complaints management (Queensland Ombudsman)
• Information about healthcare complaints (Australian Commission on Safety and Quality in Health Care)