Complaint Management Policy

1. Purpose

Medi Edge Emergency Medical Services (Pty) Ltd (“Medi Edge”, “we”, “us”) is committed to delivering the highest standard of emergency medical care and service to our patients, clients, and the communities we serve. This Complaint Management Policy (“Policy”) establishes a structured, transparent, and fair process for receiving, investigating, and resolving complaints, compliments, and suggestions submitted by members of the public, patients, clients, and any other stakeholders.

This Policy is designed to ensure that all feedback is:

• Acknowledged promptly and treated with seriousness and respect;
• Investigated thoroughly, objectively, and without bias;
• Resolved fairly and communicated clearly to the person who raised it; and
• Used constructively to drive continuous improvement across our operations, clinical practice, and service delivery.

2. Scope and Application

This Policy applies to all complaints, compliments, and suggestions received from:

• Patients and beneficiaries who received care from Medi Edge;
• Family members, guardians, or next of kin of a patient;
• Members of the public who interacted with, or were affected by, Medi Edge operations;
• Clients and contracting organisations including event organisers, occupational health clients, and inter-facility transport referrers;
• Healthcare facilities and practitioners who received or referred patients to Medi Edge; and
• Any other stakeholder who has a legitimate interest in our service delivery.

This Policy does not apply to employment grievances raised by current or former Medi Edge employees or contractors, which are governed by separate internal grievance procedures in accordance with the Labour Relations Act, 66 of 1995.

3. Definitions

• “Complaint” — An expression of dissatisfaction or concern regarding any aspect of Medi Edge’s service, conduct, clinical care, billing, communication, or the behaviour of its employees or contractors.
• “Compliment” — Positive feedback recognising outstanding service, professional conduct, or care delivered by Medi Edge or one of its team members.
• “Suggestion” — A proposal for improvement to any aspect of Medi Edge’s operations, systems, or service delivery.
• “Complainant” — The individual or entity submitting the complaint, compliment, or suggestion.
• “Quality Assurance Office” — The designated function within Medi Edge responsible for receiving, logging, and coordinating all feedback submissions under this Policy.
• “Business day” — Any weekday that is not a South African public holiday.
• “Formal complaint” — A complaint submitted in writing (electronically or by post) that contains sufficient detail to be investigated.

4. Types of Feedback We Accept

Medi Edge welcomes all forms of feedback relating to:

• Clinical care and treatment provided on scene or during patient transport;
• Response times and dispatch communication;
• Professionalism, conduct, and attitude of crew members, practitioners, or staff;
• Medical fitness and occupational health services;
• Event medical standby services;
• Billing, invoicing, and medical aid claim handling;
• Digital platforms, website, or communications; and
• General operational, administrative, or customer service matters.

5. How to Submit Feedback

Medi Edge provides the following channels for submitting feedback:

5.1 Online Form (Preferred)

Members of the public may submit feedback via the dedicated online form available at medi-edge.co.za/Complaints. This is the preferred channel as it ensures immediate acknowledgement and accurate logging of all submissions.

5.2 Email

Feedback may also be submitted by email to the Quality Assurance Office at [email protected].

5.3 Telephone

Verbal complaints may be submitted by calling 087 183 1129. The receiving agent will record the details and convert the complaint to a written record within one business day.

5.4 Post

Written correspondence may be addressed to:

• Quality Assurance Office
• Medi Edge Emergency Medical Services (Pty) Ltd
• 259 15th Avenue, Rietfontein, Pretoria, South Africa

5.5 Information Required

To enable effective investigation, complainants are requested to provide:

• Full name and contact details (email address and/or telephone number);
• Date and location of the incident or service concerned (if applicable);
• Names or descriptions of any Medi Edge personnel involved (if known); and
• A clear description of the concern, with as much relevant detail as possible.

Complainants may submit feedback anonymously; however, anonymous submissions limit our ability to investigate fully and respond. Medi Edge undertakes not to use contact information provided in a complaint for any purpose other than the investigation and resolution of that complaint.

6. Acknowledgement of Feedback

Upon receipt of any feedback submission, Medi Edge will:

• Immediately (automated): Send an electronic confirmation of receipt to the email address provided, if submitted via the online form or by email;
• Within 3 business days: Provide a formal written acknowledgement of complaints, confirming that the matter has been logged, assigned a reference number, and allocated to the responsible investigating officer.

Compliments and suggestions will be acknowledged and forwarded to the relevant team or individual within 3 business days. Staff members who are the subject of a compliment will be formally notified.

7. Investigation Procedure

7.1 Assignment

All formal complaints are assigned by the Quality Assurance Office to an appropriate investigating officer, who will be independent of the matter being investigated to the extent reasonably practicable.

7.2 Investigation Steps

The investigation will typically include:

• Review of all relevant records including patient care records (PCRs), dispatch logs, call recordings, and incident reports;
• Interviews or written statements from the personnel involved;
• Where clinical care is in question, review by a suitably qualified clinical advisor;
• Contact with the complainant to clarify any details or obtain additional information; and
• Where appropriate, consultation with relevant regulators or professional bodies.

7.3 Principles of Investigation

All investigations are conducted on the following principles:

• Fairness: All parties are given a reasonable opportunity to provide their account;
• Objectivity: Findings are based on evidence, not assumptions;
• Confidentiality: Information disclosed in the course of an investigation is handled in strict confidence, consistent with this Policy and our Privacy Policy;
• Thoroughness: The investigation considers all relevant evidence before reaching conclusions; and
• Proportionality: The depth and formality of the investigation is proportionate to the seriousness of the complaint.

8. Resolution and Communication of Outcome

8.1 Timeframes

• Standard complaints: Resolved and outcome communicated within 21 business days of receipt;
• Complex or clinical complaints: Where the investigation requires a longer period, the complainant will be notified in writing of the expected extended timeframe, with a progress update, before the initial 21-day period expires;
• Maximum timeframe: No complaint shall remain unresolved for more than 60 business days without a substantive written update to the complainant, except in exceptional circumstances such as pending regulatory proceedings.

8.2 Outcome Communication

Upon conclusion of the investigation, the complainant will receive a written response that:

• Summarises the findings of the investigation;
• Clearly states whether the complaint was upheld, partially upheld, or not upheld, and the reasons therefor;
• Describes any corrective action or remedial steps taken or planned; and
• Advises the complainant of their right to escalate the complaint if they remain dissatisfied.

8.3 Remedial Action

Where a complaint is upheld, Medi Edge will take appropriate remedial action, which may include:

• A formal apology or explanation;
• Corrective disciplinary or performance management steps in respect of the relevant employee or contractor;
• Review or amendment of operational procedures, training, or clinical protocols; and/or
• Correction of billing errors or refunds where applicable.

9. Internal Escalation

If a complainant is not satisfied with the outcome communicated by the investigating officer, they may request that the matter be referred to the Operations Director for a secondary internal review. Such a request must be submitted in writing within 10 business days of receiving the initial outcome.

The Operations Director will review the investigation process and findings and provide a final internal determination within 15 business days. This constitutes the final internal resolution of the complaint.

10. External Escalation Bodies

Where a complainant remains dissatisfied after the internal process has been exhausted, or where the nature of the complaint falls within the mandate of an external regulatory or professional body, the following escalation paths are available:

10.1 Health Professions Council of South Africa (HPCSA)

Complaints relating to the professional conduct, ethics, or clinical competence of a registered healthcare practitioner (including Emergency Care Practitioners, paramedics, and other HPCSA-registered professionals) may be reported to the HPCSA.

• Website: www.hpcsa.co.za
• Email: [email protected]
• Tel: 012 338 9300

10.2 Council for Medical Schemes (CMS)

Complaints relating to medical aid claims, scheme benefits, or disputes with a medical aid scheme arising from a Medi Edge service may be directed to the Council for Medical Schemes.

• Website: www.medicalschemes.co.za
• Email: [email protected]
• Tel: 0861 123 267

10.3 Information Regulator (South Africa)

Complaints relating to the processing of personal information, privacy rights, or alleged contraventions of the Protection of Personal Information Act, 4 of 2013 (POPIA) may be referred to the Information Regulator.

• Website: www.justice.gov.za/inforeg
• Email: [email protected]
• Address: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001
• Tel: 010 023 5207

10.4 Gauteng Department of Health

Complaints relating to the conduct of a licenced EMS operator or the standard of emergency medical services in Gauteng may be referred to the Gauteng Department of Health, which is the licensing authority for private EMS operators.

• Website: www.health.gpg.gov.za
• Tel: 011 355 3000

11. Confidentiality and Privacy

All information received in connection with a feedback submission is treated as strictly confidential and processed in accordance with the Protection of Personal Information Act, 4 of 2013 (POPIA) and our Privacy Policy.

Personal information collected through the complaints process is used solely for the purpose of investigating and resolving the submission and is not disclosed to third parties without the complainant’s consent, except where:

• Disclosure is required by law or by order of a court or tribunal;
• Disclosure is to a regulator or professional body with lawful authority to receive the information; or
• Disclosure is necessary to facilitate the investigation (e.g., to a clinical reviewer or external advisor bound by confidentiality obligations).

Where patient health information is relevant to the investigation, such information is handled in accordance with HPCSA ethical guidelines on patient confidentiality and the National Health Act, 61 of 2003.

12. Record Keeping and Reporting

The Quality Assurance Office maintains a secure register of all feedback submissions, including the date received, nature of the submission, investigation details, outcome, and any corrective actions taken. This register is reviewed quarterly by the Operations Director and annually by the Board of Directors.

All complaint records are retained for a minimum of 5 years from the date of final resolution, in accordance with applicable legislative requirements and best practice clinical governance standards. Records are stored securely in accordance with our data security obligations under POPIA.

Anonymised summary reports of complaint trends, resolution rates, and corrective actions are produced quarterly and used to inform clinical governance reviews, staff training, and operational improvement initiatives.

13. Anti-Victimisation and Good Faith

Medi Edge commits that no person who submits a complaint, compliment, or suggestion in good faith will be subjected to any form of victimisation, discrimination, or adverse treatment as a result of doing so. This commitment applies equally to patients, clients, members of the public, and any Medi Edge employee or contractor who raises a concern through this process.

Medi Edge reserves the right to disregard complaints that are manifestly vexatious, made in bad faith, or constitute a repeated pattern of unsubstantiated allegations that place an unreasonable burden on the organisation. Before disregarding such a complaint, written notice will be provided to the complainant explaining the reason.

14. Continuous Improvement

Medi Edge views all feedback — positive and negative — as a valuable source of information that drives continuous improvement. Lessons learned from complaints are integrated into:

• Clinical education, in-service training, and competency assessments;
• Revision of standard operating procedures and clinical protocols;
• Operational improvements to dispatch, response, and handover processes; and
• Quality assurance and clinical governance reporting at management level.

15. Policy Review and Updates

This Policy is reviewed annually or following any material change in legislation, regulatory guidance, or organisational structure that affects the complaint management process. The Operations Director is responsible for initiating and overseeing the review cycle. All amendments are approved by the Board of Directors and communicated to relevant staff before implementation.

The current version of this Policy is published on the Medi Edge website. Previous versions are available on request from the Quality Assurance Office.

16. Contact Details

For all feedback submissions, queries relating to the complaints process, or requests for further information about this Policy, please contact:

• Medi Edge Emergency Medical Services (Pty) Ltd
• Quality Assurance Office
• Email: [email protected]
• Phone: 087 183 1129
• Address: 259 15th Avenue, Rietfontein, Pretoria, South Africa
• Online Form: medi-edge.co.za/Complaints