KNOWLEDGE BASE
REGISTER
Complaints Register
Document No:
REG-003
Version:
1.0
Approved by:
Management
Effective Date:
30/06/2026
Review Date:
30/06/2027
Purpose
The Complaints Register records complaints received by Bodyfocus Wellness Centre and supports their timely review, investigation and resolution. It provides a central record of complaint trends, outcomes and improvement actions, supporting service quality, patient satisfaction, legislative compliance and continuous improvement.
Management is responsible for maintaining the Complaints Register. The register is stored within the organisation's governance records and is reviewed periodically, following significant complaints where appropriate, and as part of management review and continuous improvement activities.
When is this register used?
A new entry should be created whenever a complaint is received by Bodyfocus Wellness Centre, regardless of whether it is made verbally, in writing or electronically.
Complaints may relate to:
Clinical care or treatment
Customer service
Communication
Privacy or confidentiality
Professional conduct
Facilities or environment
Fees or administration
Any other aspect of service delivery
Positive feedback and compliments do not require entry into the Complaints Register.
Register Fields
Complaint Category
Select the category that best describes the complaint.
Complaint Category | Description |
Clinical Care | Concerns relating to assessment, treatment or clinical decision-making. |
Customer Service | Concerns regarding communication, professionalism or interactions with employees. |
Privacy & Confidentiality | Concerns relating to personal information or confidentiality. |
Administration | Appointments, billing, documentation or other administrative matters. |
Facilities | Premises, accessibility, equipment or the physical environment. |
Professional Conduct | Alleged inappropriate behaviour or breaches of professional standards. |
Other | Complaints that do not fall within the above categories. |
Status
Status | Description |
Open | The complaint has been received and is awaiting review. |
Under Review | The complaint is currently being assessed or investigated. |
Action in Progress | Actions have been identified and are being implemented. |
Closed | The complaint has been resolved and all actions completed. |
Outcome
Record the primary outcome of the complaint.
Examples may include:
Explanation or clarification provided
Apology
Service improvement
Corrective action implemented
Additional staff training
Policy or procedure review
No further action required
Closure Date
Record the date the complaint was finalised and closed.