Management of Supplier Complaints and Feedback Procedure

Transcription

1 Prcedure Versin 1 Valid t: January 2019 Management f Supplier Cmplaints and Feedback Prcedure Cntext This prcedure ensures that feedback received frm suppliers (past, current and ptential) is managed effectively. Definitins Cmplaint Any expressin f dissatisfactin made by the cmplainant in relatin t their experience with the DHSV Lgistics Department Cmplainant A supplier wh makes a cmplaint r an expressin f cncern regarding any aspect f their interactin with respect t the DHSV Lgistics Department. A cmplainant can be a past, current r ptential supplier f gds r services r their representative. Prcurement Cmplaint An issue r cncern expressed by a supplier in relatin t the prcess and prbity applied by DHSV when carrying ut a prcurement activity. The prcurement cmplaint shuld be a letter, r fax ldged with DHSV s Chief Prcurement Officer (CPO). Feedback Any expressin f satisfactin r dissatisfactin made by cmplainant in relatin t their experience with the DHSV Lgistics Department. Feedback includes a Prcurement Cmplaint. The infrmatin received can be used as a basis fr service imprvement. Page 1 f 10

2 Prcedure Versin 1 Valid t: January 2019 Creating a system where feedback is encuraged allws fr suppliers t make psitive cmments as well as cmplaints. Page 2 f 10

3 Prcedure Versin 1 Valid t: January 2019 Purpse It is the intent f this prcedure t prvide a clear prcess with regard t the management f supplier feedback in relatin t the DHSV Lgistics department. This dcument utlines: The prcess fr managing and dcumenting feedback received in relatin t the DHSV Lgistics department. The rle and respnsibilities f all staff when managing either verbal r written feedback The internal reprting requirements Suppliers rights t have a prcurement cmplaint treated as genuine and fr the cmplaint t be prperly investigated. The intent f the DHSV Lgistics department t increase the level f satisfactin with service delivery. Staff rights thrughut the feedback prcess. Purpse f the Management f Feedback The DHSV Lgistics department is cmmitted t imprving respnsiveness t the issues and cncerns f suppliers. Feedback is a unique surce f infrmatin as suppliers have a distinctive expertise in relatin t their perspective n hw service is prvided. Feedback is infrmatin given by a supplier that can be used as a basis fr imprvement in the relevant area. All feedback will be recrded in a database. The aim f cllecting data is t mnitr feedback and the prgress f cmplaints, the utcmes achieved and t prvide reprts t relevant stakehlders. Page 3 f 10

4 Prcedure Versin 1 Valid t: January 2019 Prcedure Cmplaints System (Cmplaint & Prcurement Cmplaint) Received Verbally, in writing r nline via /website. Registered and acknwledged Assessed Investigated Analysed and reviewed Entered int the database. Cmplainant infrmed. Severity f cmplaint assessed by the Manager Lgistics. Relevant internal and/r external authrities investigate cmplaint. Identificatin f an apprpriate curse f actin. Respnse Reslved Recmmendatins (imprvements) as a result f the investigatin are acted upn and reprted via the database. If a valid cmplaint, frmal acknwledgement t the cmplainant and all dcumentatin finalised. Prcessing f cmplaints The fllwing prcess is t be fllwed when receiving feedback. Written and Verbal Feedback Cmplaints are t be addressed at the time they are raised. The staff member initially dealing with the cmplaint shuld first clarify the issue f cncern and cnfirm it is a cmplaint and nt an inquiry. If it is a cmplaint, the staff member is t try and reslve the cmplaint immediately and then enter the details f the cmplaint and reslutin nt the database. If the staff member cannt reslve the cmplaint they are t cntact the Manager Lgistics and, tgether, attempt t reslve it immediately. If the Manager Lgistics is unavailable, the staff member is t cntact the CFO, prvide the details and ask fr supprt t reslve the cmplaint. Register the details int the database as sn as pssible. The cmplainant shuld receive acknwledgment f the cmplaint within five wrking days. Unreslved cmplaints must have a respnse prvided within 28 days. If the cmplainant is nt satisfied with the reslutin, the cmplaint is t be escalated t the CFO. Enquiries and Cmplaints frm Parliamentary Surces The Department f Health and Human Services (DHHS) Dental Unit manages all enquiries and cmplaints received by the Office f the Health Minister. Cmplaints received directly by DHSV frm lcal members f parliament n behalf f their cnstituents, will be managed as frmal cmplaints and will receive written respnses. Page 4 f 10

5 Prcedure Versin 1 Valid t: January 2019 The DHSV Cmmunicatin s Team will be infrmed f any enquiries r cmplaints frm a parliamentary surce and will prvide the necessary advice t ensure DHSV respnds apprpriately. Frmal Cmplaints including Health Services Cmmissiner and Ministerial Enquiries Sme cmplaints, either written r verbal, f a mre serius nature are cnsidered frmal. They may necessitate urgent actin and the invlvement f higher-level management such as the CEO, the relevant Executive Management Representative, r the Manager Gvernance, Audit, Risk and Cmpliance. These include: Cmplaints frwarded frm the Health Services Cmmissiner Cmplaints where legal actin is likely r imminent Cmplaints alleging serius negative utcmes Cmplaints alleging serius inapprpriate behaviur by a DHSV staff member. Prcurement Cmplaints Prcess A prcurement cmplaint will initially be managed in a similar way as any ther feedback, by ensuring that the steps set dwn in the cmplaints system are fllwed. Nting this, prir t cnsidering the detail f the prcurement cmplaint, staff are t review the cntract register r the executed cntract t ascertain if there are express clauses that deal with cmplaints management fr that specific supplier. The signed cntract terms will take precedent ver this plicy. Dcumentatin In rder that a prcurement cmplaint can be cnsidered in an efficient and timely manner the written cmplaint is required t include the fllwing: Specific details in relatin t the nature f the prcurement cmplaint Cpies f relevant crrespndence supprting the details f the cmplaint An indicatin f the utcme sught. Addressed t CPO In rder that prcurement cmplaints can be addressed in a timely manner, they need t be sent t the attentin f the CPO: In writing: Fax: CPO@dhsv.rg.au CPO Dental Health Services Victria GPO Bx 1273L Melburne Vic 3001 Attentin t CPO Cmmunicatin Prtcl Prcurement cmplaints will be acknwledged n the day they are received. DHSV cmmits t investigating the same and prviding a written update within tw business days f receipt. Where required, we will cntact the cmplainant by phne t clarify any details. DHSV will endeavur t reslve all prcurement cmplaints within 5 business days f receipt and will endeavur t prvide a written respnse in that timeframe. Page 5 f 10

6 Prcedure Versin 1 Valid t: January 2019 In circumstances where the utcme f the dispute is nt t the satisfactin f the cmplainant r the matter takes lnger than five business days t reslve, the prcurement cmplaint will be referred t HPV Bard fr reslutin. Outcme DHSV will wrk with the cmplainant t achieve a satisfactry utcme fr bth parties. We will wrk t imprve ur systems and prcesses based n the feedback received with the view t imprving business peratins and relatinships. Referral t HPV Bard If unsatisfied with the utcme, a cmplainant can refer a prcurement cmplaint t the HPV Bard fr review. The referral t the HPV Bard culd be related t the management f the cmplaint r the applicatin f the Health Purchasing Plicies. Cmplaints submitted t the HPV Bard must be ldged by letter, r fax, within 10 wrking days f the receipt f the findings by the rganisatin t: The Chair HPV Bard Health Purchasing Victria Level 34, 2 Lnsdale St Melburne Vic 3000 When referring a cmplaint t the HPV Bard, the cmplainant must prvide the fllwing material: Evidence that DHSV did nt crrectly apply the Health Purchasing Plicies in relatin t a prcurement activity Evidence that DHSV s cmplaints management were nt applied crrectly A cpy f all relevant crrespndence between the cmplainant and DHSV in relatin t the nature f the cmplaint Any additinal material requested by the HPV Bard t assist it in its findings. In return, the HPV Bard will infrm DHSV and the cmplainant f its findings and any further actin it intend t take in relatin t the matter. Respnsibilities f staff in the cmplaints prcess Staff have the respnsibility t: Understand the cmplaints handling prcess Attempt reslutin f cmplaints at the time they are received. If the cmplaint cannt be reslved it is t be taken t the manager fr reslutin Enter cmplaint data int the database Use cmplaints t highlight an area f required change t management. Respnsibilities f Manager Lgistics in the cmplaints prcess All attempts shuld be made t reslve cmplaints at the lcal level. The Manager Lgistics is respnsible fr: Managing and clsing any unreslved cmplaints that are referred t them within 28 days Cnsulting with the CFO n any crrespndence that is t be sent t cmplainant Entering reslutin infrmatin nt the database Referring all serius cmplaints t the CFO Ensuring all staff are trained in the cmplaints prcess and supprted thrughut the cmplaints prcess Page 6 f 10

7 Prcedure Versin 1 Valid t: January 2019 Ensuring all staff are trained in using the database Utilising cmplaints t highlight areas f required change Ensuring that the cmplainant and staff are infrmed f the utcmes f the prcess and any system changes made due t cmplaints Making sure all parties will have access t relevant material and sufficient time t prvide a respnse Reprting reslved and unreslved cmplaints t their relevant Executive n a mnthly basis. Respnsibilities f Executive Managers in the cmplaints prcess Manage any unreslved cmplaints that are frwarded t them with 28 days Use cmplaints t highlight areas fr imprvement Ensure that the cmplainant and staff are infrmed f the utcmes f the prcess and any system changes made due t cmplaints. Respnsibilities f suppliers in the cmplaints prcess In cmmunicating the issue r cncern, the supplier is required t: Prvide details in relatin t the specific event r events that tk place Dcumented evidence f the matter shuld be prvided where pssible Indicate the actual r ptential impact experienced Identify the desired utcme Where the matter is peratinal r transactinal, address the issue t the Manager Lgistics Where the issue relates t a matter f tender prcess, prbity, ethical behaviur f staff r alleged fraud, the matter shuld be in writing and t the attentin f the CPO. Revisin date January 2019 Apprved by Prcedure wner Manager Lgistics Date apprved Chief Financial Officer January 2016 Page 7 f 10

8 Prcedure Versin 1 Valid t: January 2019 Related dcuments Attachment 1 Cmplaint Handling Strategies Page 8 f 10

9 Attachment 1: Cmplaint Handling Strategies Cmplaints can be received ver the phne r in persn. DEALING WITH DIFFICULT / UPSET PEOPLE Be prfessinal, plite and respectful Calm them dwn s yu can get the facts Speak in a calm manner - d nt raise yur vice Prvide them with privacy t discuss issues (remve frm public area) Remember the persn wants r needs: T be heard T be understd T be treated curteusly An explanatin Reslutin If the cmplainant becmes verbally r physically abusive, terminate the discussin, infrm them that their behaviur is unacceptable and yu will nt cntinue the discussin - call security if needed. WHAT TO DO WHEN YOU RECEIVE A COMPLAINT Identify yurself, listen, recrd details and determine what the cmplainant wants. Greet the persn psitively Make eye cntact if apprpriate Intrduce yurself using yur first name Let them tell their stry Listen carefully, give them yur full attentin- d nt interrupt Identificatin and Clarificatin f Issues Take dwn the details f their cncerns Summarise the issues with the persn t ensure that yu have captured their cncerns If cmplaint is f a serius nature and/r reslutin f the issue is nt within yur cntrl, cntact yur manager Recrd in the database Clarificatin f expected utcme Ask what they wuld like frm the cmplaints prcess D nt guarantee smething yu cannt deliver Identify the persn s preferred ptins fr further cmmunicatin- Hw wuld yu like us t get back t yu n this? Give an actin plan Infrm them f the prcess Give them a time frame Check whether the supplier is satisfied with the prpsed actin and, if nt, advise alternative curses f actin. Prvide acknwledgement

10 Fllw as apprpriate and mnitr t ensure the supplier remains satisfied as well as receives feedback. Ensure they have yur cntact phne number WHAT NOT TO DO WHEN YOU RECEIVE A COMPLAINT Blame thers Be dismissive Assume that yu knw all there is abut the situatin Fight r argue Take it persnally Get caught in details Adapted frm Sectin 4.2: Australian Standard fr Cmplaints Handling and Ryal Children s Hspital Cmplaint Guidelines