We are committed to resolving customer grievances promptly, objectively and as close to the source as possible. This policy explains how you can raise a concern and how we will respond.
The purpose of this policy is to define the procedure if a customer has a grievance or complaint that relates to the goods, services, or care provided by the pharmacy that requires resolution.
This policy applies to all customers and members of the public accessing the services or purchasing goods from Stratton Park Pharmacy.
Stratton Park Pharmacy aims to resolve customer grievances promptly, objectively and as close to the source as possible. However, a grievance may be escalated to the next management level where necessary, until resolved.
This Policy is not intended to override the terms of the Australian Consumer Law, the Pharmacy Board of Australia guidelines, or any other relevant statutory consumer rights that apply to a customer.
Should a customer have a concern or grievance, the customer is encouraged to attempt to resolve the issue directly with the staff member involved at the point of service, as close to the source as possible. At this stage, every effort should be made to resolve the matter before it is formalised, using verbal and informal methods. Customers may seek the immediate advice or assistance of the Manager/Owner to resolve the matter informally. Informal resolution may include:
If the matter cannot be resolved in this manner, or if the customer feels it is not appropriate to do so, then the formal customer complaint process may commence.
To commence the formal process, the customer (“the Complainant”) should outline their grievance in writing, with as much detail as possible, using the Customer Complaint and Grievance form. This should be given directly to the Manager/Owner or submitted via the pharmacy’s official email (strattonparkpharmacy@gmail.com).
To lodge a formal complaint, please provide as much detail as possible in writing and send it to strattonparkpharmacy@gmail.com, or hand it directly to the Manager/Owner in store.
Discussions will be held in good faith between the pharmacy management and the Complainant in an effort to genuinely resolve the grievance. If the grievance directly concerns a specific member of staff (“the Respondent”), the staff member against whom the complaint has been raised will be given the details of the complaint, and they will be given the opportunity and a reasonable time to respond internally before the process continues. The Manager/Owner may host a discussion with the customer to genuinely resolve the grievance at the store level.
Where the issue has not been resolved by the customer and store management, the matter is to be referred directly to the owner for discussions in good faith, and resolution in the manner in which the owner deems to be appropriate, fair, and compliant with consumer standards under the circumstances.
An internal investigation may be required, at the discretion of the Manager/Owner. Staff members involved may be required to provide written statements and answer questions contextually.
During the course of the formal grievance process, the customer is entitled to have a support person present during any meetings. The support person is to act as a witness and emotional support, not as a legal advocate for the customer unless formally agreed upon.
Once the grievance is resolved, if deemed necessary by Stratton Park Pharmacy, a follow-up review may be undertaken by the Manager/Owner with the customer to ensure ongoing satisfaction.
Should Stratton Park Pharmacy determine that the matter is such that it needs to be escalated or dealt with outside this policy, the pharmacy may do so at any time. This would include but is not limited to matters involving serious professional misconduct allegations, professional indemnity insurance notifications, public health and safety matters, or potential breaches of healthcare legislation.
The owner may decide to refer the dispute resolution or investigation process to an external party, such as an independent mediator or relevant pharmacy industry dispute resolution scheme.
The Manager/Owner shall take detailed and confidential notes of all conversations and interviews regarding the complaint (including dates and parties involved), and log it as an incident report for internal recording and review of pharmacy procedure.
Any agreed outcome or settlement in the context of a formal complaint resolution will be documented in writing and signed by both the customer and the pharmacy management. A copy of the agreed outcome will be provided to the customer.
Audio recording of resolution meetings can only be carried out with the prior consent of all parties involved.
A customer cannot be denied service or adversely affected in their future healthcare access simply because they have made a legitimate complaint in good faith.
A customer has a right to pursue action outside of the pharmacy environment (such as through the National Health Practitioner Ombudsman, Ahpra, or Consumer Protection WA) if they feel the internal pharmacy grievance process has failed to reach a fair conclusion.
Stratton Park Pharmacy may make changes to this policy from time to time.
Submit a Complaint