Recommendation 24: Enhancing accountability of the report and complaint system

Prior to the launch of the Professional Standards and Behaviours Department on 5 June 2023, the Professional Conduct Committee provided governance and oversight for the Professional Conduct Unit (which formerly operated AV’s report and complaint system). The Professional Conduct Unit was decommissioned upon the launch of the Professional Standards and Behaviours Department.

The functions recommended for the Professional Conduct Committee have been assumed by AV’s Complaints Pillar Governance Committee, with these changes being reflected in the committee’s Terms of Reference. For this reason, AV has disbanded the former Professional Conduct Committee.

Established after the Commission published its final report, the Complaints Pillar Governance Committee is a key body in the Your AV governance framework and has the appropriate authority and expertise to deliver on the intent of Recommendation 24.

AV’s Complaints Pillar Governance Committee regularly reviews reports and complaints data to identify opportunities for continual improvement. AV’s Board of Directors, including its Sub-Committees, provides regular oversight of this data.

Following the introduction of the Ambulance Victoria’s new Professional Standards and Behaviours Department, the former Professional Conduct Committee has ceased. The Complaints Pillar Governance Committee, a key body within the Your AV governance framework chaired by Ambulance Victoria’s Chief Executive, has overseen the development of benchmarks for the department and a unified approach to data collection and analysis. This Committee regularly reviews reports and complaints data to identify opportunities for continual improvement. The AV Board, including its Equality & Workplace Reform Committee, provides regular oversight.

• Since the release of the final report of the Independent review into workplace equality in Ambulance Victoria, Ambulance Victoria has reported complaints data monthly to the Board. As qualitative and quantitative measures for the new Professional Standards & Behaviours Department are settled, the Board will regularly review complaints data and monitor the performance of the complaint system against the agreed measures. Within Ambulance Victoria, the Complaints Pillar Governance Committee, responsible for overseeing the complaints reforms, will have initial oversight of complaints data until the appropriate governance body is determined.

• AV will start work to enhance the accountability of the report and complaint system once key staff are recruited and other foundational work is progressed.