HEALTH COMPLAINTS ACT 2016 (NO. 22 OF 2016)

Table of Provisions

PART 1--PRELIMINARY

• 1 Purposes  
• 2 Commencement  
• 3 Definitions  
• 4 Health service principles  

PART 2--COMPLAINTS

Division 1--Making a complaint

• 5 Complaint by person who received or sought a health service  
• 6 Complaint about health service received or sought by another person  
• 7 Complaint by carer  
• 8 Time for making a complaint  
• 9 Complaint may be either oral or in writing  
• 10 Record of complaint  
• 11 Commissioner to assist persons to make complaints  
• 12 Preliminary complaint resolution  
• 13 Decision whether to deal with complaint  

Division 4--of Part 2 provides for the deferral of the giving of this notice in certain circumstances.

• 14 Grounds for not dealing with complaints  
• 15 Formal description of complaint  
• 16 Alteration or variation of formal description of complaint  
• 17 Copy of formal description of complaint to be given to health service provider  

Division 4--of Part 2 provides for the deferral of the giving of a copy of a formal description of a complaint under this section in certain circumstances.

• 18 Commissioner may request more information  
• 19 Commissioner may divide or concurrently deal with complaints  

Division 4--of Part 2 provides for the deferral of the giving of this notice in certain circumstances.

• 20 Commissioner decision as to how to deal with complaint  

Division 4--of Part 2 provides for the deferral of the giving of this notice in certain circumstances.

• 21 Decision to deal with a refused complaint  

Division 4--of Part 2 provides for the deferral of the giving of this information in certain circumstances.

• 22 Notification by person who does not wish to be a party  
• 23 Withdrawal of complaint  
• 24 Effect of withdrawal of complaint  

Division 3--Referral of complaints

• 25 Referral of complaint if another Act applies  
• 26 Complaint to which National Law may also apply  
• 27 Commissioner may continue to exercise certain functions and powers despite referral  
• 28 Commissioner to notify referral of complaint  

Division 4--of Part 2 provides for the deferral of the giving of a notice under this section in certain circumstances.

Division 4--Deferral of notifications

• 29 Deferral of notifications by Commissioner  
• 30 Deferral of notifications at request of National Board  
• 31 Deferral of notifications at request of Disability Services Commissioner  

PART 3--COMPLAINT RESOLUTION PROCESS

Division 1--Complaint resolution process

• 32 Complaint resolution process  
• 33 Notice of complaint resolution process  
• 34 Parties withdrawal of agreement to complaint resolution process  
• 35 Health service provider may be required to respond  
• 36 Commissioner's power to extend time limit  
• 37 Conciliation of the whole or a part of a complaint  
• 38 Outcome of complaint resolution process  
• 39 Reporting on undertakings to Commissioner  
• 40 Conciliation  
• 41 Health service provider may be required to produce documents in conciliation  
• 42 Extension of time to produce documents  
• 43 Confidentiality of information given or agreement reached in conciliation process  
• 44 Completion of conciliation  

PART 4--INVESTIGATIONS BY THE COMMISSIONER

Division 1--Investigations

• 45 Investigation of complaints by Commissioner  
• 46 Investigation of matter referred by Minister  
• 47 Power of Commissioner to conduct a Commissioner initiated investigation  
• 48 Commencement of Commissioner initiated investigation  
• 49 Notice of investigation under this Division  

Division 4--of Part 2 provides for the deferral of the giving of notice under this section in certain circumstances.

• 50 Commissioner's report on an investigation under this Division  
• 51 Persons to whom report on an investigation under this Division to be given  
• 52 Response by health service provider  

Division 2--Follow up investigation

• 53 Power of Commissioner to conduct a follow up investigation  
• 54 Notice of follow up investigation  
• 55 Commencement of follow up investigation  
• 56 Commissioner's report on follow up investigation  
• 57 Persons to whom report on follow up investigation to be given  
• 58 Response by health service provider  

PART 5--CONDUCT OF INVESTIGATIONS, INVESTIGATORY POWERS AND RELATED MATTERS

Division 1--Conduct of investigations

• 59 Principles applying to all investigations  
• 60 Requirements if there is no hearing  
• 61 Requirements if there is a hearing  

Division 2--Authorised persons

• 62 Authorised persons  
• 63 Authorised persons' identification  
• 64 Production of identification  

Division 3--Entry and search under warrant

• 65 Search warrants  
• 66 Announcement before entry  
• 67 Details of warrant to be given to occupier  
• 68 Offence to hinder or obstruct person executing warrant  

Division 4--Powers as to production of documents and things, attendance of witnesses and obtaining evidence

• 69 Power to compel production of documents and things or attendance of witnesses  
• 70 Offence to fail to comply with investigation hearing notice  
• 71 Variation of investigation hearing notice  
• 72 Power to take evidence on oath or affirmation  
• 73 Powers in relation to documents and things  

PART 6--PROTECTIONS AND REPRESENTATIONS FOR PERSONS ACTING UNDER THIS ACT

• 74 Compellability of Commissioner or member of staff  
• 75 Protection of participants  
• 76 Protection for people making a complaint  
• 77 Protection against self incrimination  
• 78 Legal professional privilege and client legal privilege  
• 79 Representation  
• 80 Offence to threaten etc. complainant  
• 81 Offence to make false statements  

PART 7--STATEMENTS

Division 1--Follow up statements

• 82 Statement about failure to give written response  
• 83 Submissions on publication of follow up statement  

Division 2--Public interest statements

• 84 Public health warning statements  
• 85 Revocation of public health warning statement  
• 86 Correction of public health warning statement  
• 87 General health service warning statements  
• 88 Revocation of general health service warning statement  
• 89 Correction of general health service warning statement  

PART 8--PROHIBITION OR REGULATION OF THE PROVISION OF GENERAL HEALTH SERVICES

Division 1--Interim prohibition orders

• 90 Power to make an interim prohibition order  
• 91 Matters to be considered for making interim prohibition order  
• 92 Publication of information as to interim prohibition order  
• 93 Offence for contravention of interim prohibition order  
• 94 Revocation of interim prohibition order  

Division 2--Prohibition orders

• 95 Power to make a prohibition order  
• 96 Matters to be considered for making prohibition order  
• 97 Publication of information as to prohibition order  
• 98 Offence for contravention of prohibition order  
• 99 Variation of prohibition order  
• 100 Revocation of prohibition order  

Division 3--Review of orders and offence

• 101 Application for VCAT review of decision to impose interim prohibition order or prohibition order  
• 102 Offence to provide certain services if prohibited from doing so in another State or Territory  

PART 9--INQUIRIES

• 103 Power to inquire into referred health service matters  
• 104 Conduct of inquiry  

PART 10--COMPLAINT DATA REVIEW

• 105 Power to conduct a complaint data review  
• 106 Conduct of a complaint data review  
• 107 Commissioner's report on complaint data review  
• 108 Persons to whom complaint data review report to be given  
• 109 Response by health service provider  

PART 11--HEALTH COMPLAINTS COMMISSIONER

Division 1--Appointment, terms and conditions

• 110 Health Complaints Commissioner  
• 111 Appointment  
• 112 Remuneration  
• 113 Terms and conditions of appointment  
• 114 Acting appointment  
• 115 Vacancy and resignation  
• 116 Removal from office  
• 117 Validity of decisions  

Division 2--Functions and powers

• 118 Functions and powers of the Commissioner  
• 119 Recommendations to the Commissioner  
• 120 Power to delegate  
• 121 Staff  
• 122 Protection from liability for Commissioner and Assistant Commissioners  

Division 3--Performance of the Commissioner

• 123 Guiding principles of the Commissioner  
• 124 Preparation of practice protocol  
• 125 Approval of practice protocol  
• 126 Publication of approved practice protocol  
• 127 Review of approved practice protocol  
• 128 Amended practice protocol after review  

Division 4--Information gathering, reports and standards

• 129 Power to require information to be given  
• 130 Making public a report or findings  
• 131 Interim complaint handling standards  
• 132 Standards for complaint handling  
• 133 Making of standards  
• 134 Review of standards  
• 135 Amendment or revocation of standards  
• 136 Amending or revoking complaint handling standards  
• 137 Date on which order takes effect  
• 138 Annual report  
• 139 Giving the report to Parliament  

PART 12--HEALTH COMPLAINTS COMMISSIONER ADVISORY COUNCIL

• 140 Establishment of Health Complaints Commissioner Advisory Council  
• 141 Membership of the Council  
• 142 Terms and conditions of office  
• 143 Quorum and proceedings  
• 144 Resignation and removal  
• 145 Ceasing to hold office  
• 146 Effect of a vacancy or defect  
• 147 Functions of the Health Complaints Commissioner Advisory Council  

PART 13--GENERAL

Division 1--Disclosure of information

• 148 Commissioner may give information or copies of orders to other bodies or jurisdictions  
• 149 Commissioner is authorised to receive information under the National Law  
• 150 Non-disclosure of information—investigations, complaint data reviews  
• 151 Non-disclosure of information—complaint resolution processes  
• 152 Non-disclosure of information given in conciliation  
• 153 Non-disclosure of identifying information  

Division 2--General code of conduct

• 154 General code of conduct  

Division 3--Criminal record check

• 155 Criminal record check  

Division 4--General matters and regulations

• 156 Method of service  
• 157 Review of Act  
• 158 Regulations  

PART 14--TRANSITIONAL PROVISIONS

• 159 Transitional provision for repeal of Health Services (Conciliation and Review) Act 1987  

PART 15--REPEAL AND CONSEQUENTIAL AMENDMENTS

Division 1--Repeal of the Health Services (Conciliation and Review) Act 1987

• 160 Repeal of the Health Services (Conciliation and Review) Act 1987  

Division 2--Amendment of the Assisted Reproductive Treatment Amendment Act 2016

• 161 Definitions  
• 162 New sections 100A and 100B inserted  

Division 3--Amendment of the Commission for Children and Young People Act 2012

• 163 Disclosing information to other authorities  

Division 4--Amendment of the Corrections Act 1986

• 164 Definitions  
• 165 Prisoners rights  
• 166 Certain confidential letters may be inspected  

Division 5--Amendment of the Crimes Act 1958

• 167 Use of information on Victorian DNA database  
• 168 Disclosure of Victorian information  

Division 6--Amendment of the Disability Act 2006

• 169 Constitution of the Disability Services Board  
• 170 Application of Division  

Division 7--Amendment of the Freedom of Information Act 1982

• 171 Definitions  
• 172 Division 2 of Part VI heading amended  
• 173 Section 49Q heading amended  
• 174 Conciliation by Health Services Commissioner  
• 175 Applications for review by the Tribunal  
• 176 Complaints notified or referred by other bodies  

Division 8--Amendment of the Health Practitioners (Special Events Exemption) Act 1999

• 177 Complaints about visiting health practitioners  

Division 9--Amendment of the Health Records Act 2001

• 178 Definitions  
• 179 Application of HPPs  
• 180 Organisation to comply with HPPs  
• 181 Heading to section 22 amended  
• 182 Health Services Commissioner may issue, approve or vary guidelines  
• 183 Revocation of issue or approval  
• 184 Disallowance by Governor in Council  
• 185 No access to health information where threat to life or health of individual or another person  
• 186 Complaints  
• 187 Heading to section 46 amended  
• 188 Complaint referred to Health Services Commissioner  
• 189 Complaints by children and people with an impairment  
• 190 Heading to section 48 amended  
• 191 Health Services Commissioner must notify respondent  
• 192 Preliminary assessment of complaint  
• 193 Splitting complaints  
• 194 Heading to section 51 amended  
• 195 Circumstances in which Health Services Commissioner may decline to entertain complaint  
• 196 Referral to registration board  
• 197 Heading to section 53 amended  
• 198 Health Services Commissioner may dismiss stale complaint  
• 199 Minister may refer a complaint direct to Tribunal  
• 200 Heading to section 55 amended  
• 201 Complaint about registered health service provider  
• 202 What happens if a complaint is accepted?  
• 203 What happens if conciliation or ruling is inappropriate?  
• 204 Duty to stop proceedings  
• 205 Conciliation process  
• 206 Power to obtain information and documents  
• 207 Conciliation agreements  
• 208 What happens if conciliation fails?  
• 209 Investigation and ruling  
• 210 Referral to Tribunal  
• 211 Compliance notice  
• 212 Power to obtain information and documents  
• 213 Conduct of investigation etc.  
• 214 Power to examine witnesses  
• 215 Application for review—compliance notice  
• 216 Tribunal may make interim orders before hearing  
• 217 When may the Tribunal hear a complaint?  
• 218 Who are the parties to a proceeding?  
• 219 What may the Tribunal decide?  
• 220 Persons not to be persuaded not to exercise rights under Act  
• 221 Heading to section 84 amended  
• 222 Failure to attend etc. before Health Services Commissioner  
• 223 Protection from liability  
• 224 Heading to section 87 amended  
• 225 Functions of Health Services Commissioner  
• 226 Powers  
• 227 Heading to section 89 amended  
• 228 Health Services Commissioner to have regard to certain matters  
• 229 Secrecy  
• 230 Delegation  
• 231 Prosecutions  
• 232 Schedule 1 amended  

Division 10--Amendment of the Health Services Act 1988

• 233 Case mix auditors  
• 234 Directors  
• 235 Community advisory committee  
• 236 Members of the Council  

Division 11--Amendment of the Judicial Commission of Victoria Act 2016

• 237 Schedule 1 amended  

Division 12--Amendment of the Mental Health Act 2014

• 238 Referred complaints  

Division 13--Amendment of the Ombudsman Act 1973

• 239 Schedule 3 amended  

Division 14--Amendment of the Privacy and Data Protection Act 2014

• 240 Commissioner may refer complaint  

Division 15--Amendment of the Protected Disclosure Act 2012

• 241 Disclosures that must be made to the IBAC or the Ombudsman  

Division 16--Amendment of the Public Administration Act 2004

• 242 What are special bodies?  

Division 17--Amendment of the Public Health and Wellbeing Act 2008

• 243 Disclosure of information held by a prescribed Consultative Council  

Division 18--Amendment of the RadiationAct 2005

• 244 Disclosure of information to other agencies  

Division 19--Amendment of the Serious Sex Offenders (Detention and Supervision) Act 2009

• 245 Definitions  
• 246 Search  

Division 20--Amendment of the Victims of Crime Assistance Act 1996

• 247 Complaints about service providers  

Division 21--Amendment of the Victorian Civil and Administrative Tribunal Act 1998

• 248 Heading to clause 11F amended  
• 249 Intervention by Health Services Commissioner  
• 250 Notification in other proceedings  
• 251 Heading to section 11H amended  
• 252 Health Services Commissioner may apply for interim injunction  
• 253 Compulsory conference  

Division 22--Repeal of Part

• 254 Repeal of this Part  
• SCHEDULE 1
• SCHEDULE 2
ENDNOTES