HCCA aims to provide services of a high standard and quality, and which are consistent with its strategic directions, vision and mission.

HCCA acknowledges that its members, committee and reference groups members, consumer representatives, agencies and all people who have dealings with the organisation have the right to complain about HCCA, its policies and personnel; and to make suggestions about how services can improve. It also recognises the importance of privacy, confidentiality and fairness in dealing with any complaint.

Complaints are usually concerns that people have about services, the actions of staff, volunteers, members (including consumer representatives), committees and the policies of HCCA. Anybody who deals with HCCA can complain about any aspect of the organisation’s operation that he or she is not satisfied with, which may include:

  • treatment by staff and management;
  • quality of service;
  • time taken to respond to requests for service; and
  • decisions of HCCA committees.

The HCCA Complaints Procedure was endorsed by the Executive Committee in May 2018 and can be downloaded below.

HCCA Complaints Procedure PDF

Last updated: 15/10/2018