complaints process.
We are committed to providing safe, respectful, and high-quality care. We welcome feedback and take every complaint seriously. If you are unhappy with any aspect of your care, service, communication, privacy, or experience with CML, you have the right to make a complaint.
This process reflects Right 10 of the Code of Health and Disability Services Consumers’ Rights, which gives consumers the right to complain and requires providers to have a fair, simple, speedy, and efficient complaints process.:
how to make a complaint.
Where a complaint is made on behalf of another person, CML may need to confirm authority or consent before sharing personal health information. A complaint does not need to be in writing. Verbal complaints will be recorded by CML staff and managed through this process.
Please include as much information as you can. You do not need to use formal language — a complaint can be made in your own words.
Please contact us;
- In Person
- By Phone
- By Email
- In Writing
- Online Form
what happens next.
After receiving your complaint, we will acknowledge it in writing within 5 working days. We will then review your concerns, which may include speaking with relevant staff and reviewing records or processes. Within 10 working days of acknowledging your complaint, we will provide a written response outlining the outcome and any actions taken, or let you know if more time is required. Some complaints may take longer to resolve depending on their complexity.
