Complaints management decision released

We have now released the Decision Document outlining our new operating model for managing complaints.

We will be proceeding Option 1 – the Hybrid Model. This option provides an independent ‘front door’ where you can make enquiries and raise complaints. Our provider will be responsible for the triage and assessment of all enquiries and complaints, will provide support and advice, including referrals to independent advocacy services if required. They will also investigate and manage all serious matters (including sexual harm) and will refer some complaints back to Fire and Emergency where appropriate.

Option 1 allows us to address the critical issues with the current system identified by you. It provides significantly increased independence, will enable more timely and consistent resolution of cases and increases our access to specialist expertise. In addition, it will support us in building capability within Fire and Emergency especially for our people leaders. This means we can deliver on our commitment to providing strong and accountable leadership as recommended in the 2022 review.

Based on feedback received we have made some modifications to the model proposed in the consultation document to allow greater focus on restorative practice. And, by maintaining some capability inhouse we can support the resolution of issues and provide expert training to our managers so they can better manage issues as they emerge.

Thank you to everyone who participated in the consultation and engagement processes to help us get to this point. Your input and insights have made an important contribution to the outcome.

More information about the decision and the new operating model is available on our Changing how we manage complaints page.

For those of you with complaints underway, we are committed to ensuring that work to resolve active cases will continue uninterrupted.

You will receive plenty of notice and support if things change before your complaint is resolved.