New Complaint Handling Functions RDA

PROV has issued a new Retention and Disposal Authority (RDA) to authorise disposal of records of complaints, enquiries, and investigations. This includes managing complaints and enquiries from sources outside the agency such as members of the public, and investigations and inquiries initiated by the agency. The new RDA is PROS 21/04 Retention and Disposal Authority for Records of Complaint Handling Functions.

Development of the RDA

The RDA was developed by PROV with assistance from six complaints authorities across Victorian government:
•    Mental Health Complaints Commissioner
•    Health Complaints Commissioner
•    Victorian Ombudsman
•    Victorian Equal Opportunity and Human Rights Commission
•    Road Safety Camera Commissioner
•    Victorian Disability Worker Commission

While some coverage for complaints records exists in PROS 07/01 RDA for Common Administrative Functions, agencies with a core function of handling and investigating complaints are precluded from using these classes. Several agencies approached PROV expressing interest in having a new RDA developed to cover these records, so PROV undertook the development and drafting of the RDA while receiving input and feedback from these agencies.

Scope of the RDA

This RDA applies only to the records of agencies that perform complaint handling and investigations as major functions. Other agencies should continue to use PROS 07/01.

The RDA applies only to the six agencies involved in the drafting and development process. However, the functions and records disposal classes are described in generic terms so the RDA can accommodate other complaints authorities into the future.

The functions covered in PROS 21/04 are:
•    Complaints and Enquiries Management
•    Investigations and Inquiries

Please contact us for more information about using this RDA if it would also suit your agency’s disposal needs.