Recommendation 16: Embedding a victim-centred approach to processes and procedures

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 has published extensive information on its intranet site to ensure that our people can readily access information about our complaints management process, including process guidelines; complaint and resolution pathways; confidentiality statement; and information about referrals to external agencies. Additionally, the online resource library includes various informational and guidance sheets, a leadership toolkit, and direct links to policies and procedures.

Ambulance Victoria has updated our Complaints Policy. This is supported by an updated Complaints Procedure and Investigations Procedure, as well as new information on the Professional Standards and Behaviours Department on the AV intranet. The updated Complaints Policy sets out key principles that underpin an effective report and complaint system: person-centred; impartial and fair; accessible; flexible; timely; and transparent and accountable. These principles are aligned to the recommendations made by the Victorian Equal Opportunity & Human Rights Commission. The updated Complaints Procedure, along with supporting information on AV’s intranet, outlines the options available to employees and volunteers for how to make a complaint, and provides information on the complaint handling process, possible outcomes and confidentiality safeguards.

• Supported by a newly appointed Senior Manager, Investigations and Senior Investigator who both commenced in March 2023, AV has started work to review, amend, consolidate and update our complaint handling policies and procedures. This will include considering our approach to developing a single complaint handling policy and procedure.​

• As part of establishing the Professional Standards & Behaviours Department, Ambulance Victoria has started to consider its approach to developing a single complaint handling policy and procedure. Some of the work undertaken to date includes:
  • Monitoring and seeking advice on recent legislative changes and emerging leading practice that will impact the new policy and procedure.
  • Developing a policy position on the use of confidentiality clauses (also known as non-disclosure agreements) in settlement agreements.
  • Researching leading qualitative and quantitative measures so we will be able to assess whether the Professional Standards & Behaviours Department is responding effectively to complaints, including that our people have an improved experience, are not re-traumatised and are appropriately supported throughout the complaints process.

• 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.