Every registered provider must implement and maintain a complaints and feedback system that receives, records, assesses, acknowledges, responds to and reports on complaints and feedback and stores them securely; lets anyone complain or give feedback, orally or in writing, anonymously, free of charge, and withdraw it; gives accessible support including advocates and interpreters; acknowledges and supports independent advocates; involves and informs complainants and affected individuals who wish it; forbids reprisals; keeps information confidential; affords procedural fairness to both sides; practises open disclosure and restorative practice; meets any referral or notification laws; and is reviewed at least annually (Rules 165-15). The provider documents it, trains workers and responsible persons at induction, on change and at least annually, publishes an accessible document explaining how to complain (including to the Complaints Commissioner and advocates) and promising no victimisation, gives and translates it for individuals, and says at least monthly that complaints are welcome (165-20). Each complaint is resolved as soon as practicable with a rights-consistent, individual-centred approach, the outcome and reasons given and the Complaints Commissioner route explained (165-25); feedback is resolved in consultation (165-30); complainants and affected individuals are supported and protected from detriment, and open disclosure is used (165-35). The provider must not victimise or discriminate against anyone for complaining or giving feedback.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.