22. Grievance mechanism plan and procedure

A licensee shall ensure the following in relation to a grievance mechanism plan and procedure of the private aged healthcare facilities and services:

that the care recipient, his relative, any person acting on behalf of the care recipient, any person who has direct contact with the care recipient, and any employee of the licensee are aware of the availability of the grievance mechanism plan and procedure;

that the grievance mechanism plan and procedure is used to address any complaint by the care recipient, his relative, any person acting on behalf of the care recipient or any person who has direct contact with the care recipient; and

that the grievance mechanism plan and procedure provides for the requirement to document the complaint.