The System Operator and its partner agencies, including NIO, DHS and NEHTA, have developed processes that govern the management of incidents, including complaints.
In 2012-13 a total of ninety-five complaints were made in relation to the eHealth record system and as of 30 June 2013, eighty-four had been resolved and eleven were in the process of being resolved.
Depending on the nature of complaints they are handled either by DHS or DoHA staff under delegation by the System Operator in consultation with NIO where required.
Table 7: Status of complaints managed by the Department of Human ServicesThis graph identifies the volume and status of complaints managed by DHS.
Table 8: Status of complaints managed by the Department of Health and AgeingThis graph identifies the volume and status of complaints managed by DoHA.
No enforceable undertakings were accepted by the System Operator and no proceedings were initiated by the System Operator in relation to enforceable undertakings or injunctions.
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