Document ID: chunk:federal_register_of_legislation:F2023L01726:reg:10
Version: federal_register_of_legislation:F2023L01726
Segment Type: reg
Provision Reference: reg 10
Character Range: 8916–10833

10  Documentation, record keeping and statistics
 (1) The covered person must:
 (a) document the complaints management and resolution system; and
 (b) provide copies of the documented system, and the information required by subsection 8(7), in a form that is accessible to the following persons:
 (i) persons with disability receiving supports or services from the covered person, and their families, carers and advocates;
 (ii) each employee of the covered person; and
 (c) assist persons referred to in paragraph (b) to understand how the documented system operates.
Note: The documentation required by this subsection must relate only to the complaints management and resolution system itself, as information provided in individual complaints must generally be kept confidential (see paragraph 8(4)(b)).
 (2) The system must provide that appropriate records of complaints received by the covered person are kept by the covered person, including the following, where appropriate:
 (a) information about complaints;
 (b) any action taken to resolve complaints;
 (c) the outcomes of any action taken.
 (3) A record made for the purposes of subsection (2) must be kept for 7 years from the day the record is made.
Note: A covered person may be required to comply with other Commonwealth, State or Territory laws in relation to the retention of records.
 (4) The system must provide for the collection of statistical and other information relating to complaints made to the covered person to enable the covered person to:
 (a) review issues raised in complaints; and
 (b) identify and address systemic issues raised through the complaints management and resolution process; and
 (c) report information relating to complaints to the Department, if requested to do so by the Department; and
 (d) report information relating to complaints to other bodies that deal with complaints, if requested to do so by those bodies.