Quality framework for telephone counselling and internet-based support services

Quality Area 4: Accountability

Page last updated: September 2008

Organisations will meet the funding, legal, financial, ethical and professional requirements in delivering core business.

Supporting standards
Measurable examples or intended actions

Supporting standards

4.1 Organisations will meet contractual obligation through achievement of deliverables and targets and report in a timely manner on outcomes

Exceeded / Met / Partially met / Not met

4.2 Organisations will utilise structures, processes and procedures that support, compliance with legislative, governance and professional /industry requirements

Exceeded / Met / Partially met / Not met

4.3 Transparent systems for ongoing management, monitoring and reporting finances, activities and outcomes of the organisation are utilised

Exceeded / Met / Partially met / Not met

4.4 Organisations will establish and implement effective complaints management processes

Exceeded / Met / Partially met / Not met

4.5 Organisations will undertake risk assessment and service reviews to ensure that their services remain current and do no harm

Exceeded / Met / Partially met / Not met

This standard is:

Met / Not yet met / Not applicable

Measurable examples or intended actions

Please provide measurable examples of quality practices (qualitative/quantitative) to support the overall assessment, or describe intended actions that will contribute to the Quality principle being met.