Recommendation 17: Supporting choice and control and addressing harm at the earliest opportunity

All relevant complaint policies and procedures have now been centralised under the Professional Standards and Behaviours Department, and the team is actively consolidating Ambulance Victoria’s complaint handling procedures into a unified policy framework and leading engagement with key stakeholders to update Ambulance Victoria’s Code of Conduct.

Ambulance Victoria is currently updating its complaint handling policies and procedures to include guidance for complainants and managers on when informal resolution is safe and appropriate.

AV employees and volunteers can speak with a specialist in the Professional Standards and Behaviours Department to discuss their concerns and consider their preferred resolution pathway. This can include informal self-resolution, prior to making a report or complaint.

AV has also improved its complaint handling policies and procedures to ensure complainants are included in discussions and decision-making regarding the handling of their complaint and assessment of appropriate resolution pathways. The way a complaint is managed is tailored to the individual as much as possible, taking into account their safety and wellbeing, their choice about the resolution options – and informed by AV’s duty of care to its workforce.

Informal resolution options include referral to a mediation specialist within the department to support early resolution.

• AV has started work to review, amend, consolidate and update our complaint handling policies and procedures. This will include providing guidance on when an informal resolution is safe and appropriate

• AV has begun work to support the design of the new Professional Standards and Behaviours Department which will include options for informal complaint resolution in line with the Commission’s recommendation.
• AV will start work to amend and consolidate our complaint handling policies and procedures into a single policy once key staff are recruited and other foundational work is progressed. This will include providing guidance on when an informal resolution is safe and appropriate.