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Risk and Compliance

OATSIH Risk Framework Factsheet - Disputes and Complaints

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Disputes and Complaints

There are two separate processes for the management of disputes and complaints regarding risk assessments:

• An appeals process which relates specifically to dispute of an individual risk rating or overall risk rating; and
• referral to the OATSIH complaints process for any other complaints/disputes around the risk assessment process, i.e. conduct of the assessor, etc.

The organisation must put their dispute/complaint in writing outlining the issues and forward to the OATSIH Risk delegate:

Email: Governance.Taskforce@Health.gov.au
Address: OATSIH Risk Delegate
MDP 750
GPO Box 9848
Canberra ACT 2604

Risk Rating Dispute Process

• An appeal in writing is received and registered by OATSIH Central Office (CO), if the appeal is sent to a State/Territory Office (STO), the STO must forward the appeal to OATSIH CO the day it is received;
• A designated Departmental Officer responsible for managing risk assessment rating disputes will assess the claim(s) and undertake any follow up action required to address/resolve the dispute, i.e. seeking further clarification/documentary evidence from the organisation and/or Independent Assessor regarding the appeal, etc;
• The designated Departmental Officer prepares a recommendation for consideration by the Risk delegate for approval;
• The organisation will be advised in writing of the Department’s decision regarding the appeal; and
• If the matter is further appealed by the organisation it is escalated to the Assistant Secretary responsible for OATSIH risk assessment and management for consideration and a final decision.

OATSIH Complaints Process

• A complaint in writing is received and registered by OATSIH Central Office (CO), if the complaint is sent to a State/Territory Office (STO), the STO must forward the complaint to OATSIH CO the day it is received;
• A designated Departmental Officer responsible for managing the complaint will assess the claim(s) and undertake any follow up action required to address/resolve the complaint, i.e. seeking further clarification/documentary evidence from the organisation and/or other sources regarding the complaint, etc;
• The designated Departmental Officer prepares a recommendation for consideration by the delegate for approval;
• The organisation will be advised in writing of the Department’s decision regarding the complaint.