DRA-1.1.3
In order to make internal dispute resolution procedures as transparent and accessible as possible and to assist with staff training and awareness, all
(a) The procedures and policies for:
(i) Receiving complaints;
(ii) Investigating complaints;
(iii) Responding to complaints within appropriate time limits;
(iv) Referring unresolved complaints to arbitration or other appropriate external dispute resolution mechanisms;
(v) Recording information about complaints;
(vi) Identifying and recording systemic issues;
(b) The types of remedies available for resolving complaints; and
(c) Internal structures and reporting requirements for complaint handling. CMSPs should provide a copy of the procedures to all relevant staff, so that they may be able to inform clients and users. A simple and easy-to-use guide to the procedures should also be made available to all clients and users of the services of CMSPs , either on request, or when they want to make a complaint.
July 2010