Complaints Officer

Health Professions Council Of South Africa - Hpcsa; Pretoria; On-site; ZAR 250,000 - 350,000; Full time

Job summary

The Health Professions Council of South Africa is seeking a Complaints Officer to manage complaints and queries effectively. The role involves record keeping, providing guidance on the complaint process, and ensuring compliance with statutory requirements. Candidates should possess a health-related qualification and relevant experience in complaints handling.

Qualifications

• At least 2 years of complaints handling experience.
• Current registration with a health statutory council.

Responsibilities

• Handle all queries regarding complaints handling.
• Create records of queries in the available case management system.
• Prepare and submit reports on complaints received.

Skills

Complaints handling

Communication

Record keeping

Education

NQF level 5 qualification in a health-related field

Job description

Job Title: Complaints Officer

Location: Gauteng, Pretoria

Deadline: June 21, 2025

Minimum Requirements

• NQF level 5 qualification in a health-related field plus current registration with a health statutory council.
• At least 2 years of complaints handling experience.

Principal Accountability and Key Performance Areas

1. Handle all queries regarding complaints handling.
2. Create records of queries in the available case management system.
3. Determine if a complaint falls under the remit of HPCSA.
4. Provide advice on lodging complaints, including the appropriate authority if outside HPCSA's remit.
5. Offer verbal or written guidance on the complaint lodging process within HPCSA's remit.
6. Receive and screen complaints lodged verbally, in writing, or through physical visits.
7. Ensure the complaint form is properly completed and signed by the complainant.
8. Verify that an identity document is attached along with relevant documents before processing.
9. Check if the complaint has been previously registered; if yes, forward it to the relevant personnel; if not, process as a new complaint.
10. Contact complainants to gather additional information when necessary.
11. Request affidavits from complainants when relevant.
12. Alert the line manager of complaints involving practitioners posing a danger to the public.
13. Prepare and submit reports on complaints received on a monthly, quarterly, and annual basis.
14. Perform ad-hoc duties as assigned by the Head of Division: Complaints Handling and Investigations.