Victorian Consolidated Regulations Victorian Consolidated Regulations(1) A provider must establish a complaints register for all complaints received about the service, whether the complaints were made in writing or orally.
Penalty: 10 penalty units.
(2) A provider must ensure that its complaints register contains the following information in relation to each complaint made—
(a) the name of the patient;
(b) the patient's pick up location and final destination;
(c) the nature of the complaint;
(d) the date of the complaint;
(e) details of any investigation of the complaint;
(f) the outcome of any investigation of the complaint;
(g) details of any action taken.
Penalty: 10 penalty units.