Yes. That's right. This is how the "new beut" complaints investigation scheme operates - to my knowledge and experience so far - the scheme that came in after much fanfare after the granny rapes in Melb earlier this year:

1. Lodge a complaint to the Complaints Investigation Scheme
2. Complaint is resolved (by the dept)
3. Complainant unhappy with outcome.
4. Complainant has 14 days to lodge a review with the Complaints Commissioner (Rhonda Parker), if unhappy with the outcome, or the way the complaint has been dealt with.
5. Commissioner for Complaints MAY (or may not) decide to launch a review of the initial investigaion and, in this case, does.
6. Commissioner may reverse decisions made (by the Department of Health and Ageing) originally, and duly informs the Department of Health and Ageing of this.
7. Department of Health and Ageing has exercised their rights along the lines of "we choose to NOT accept the Complaints Commissioner investigations review."

Ridiculous. We have an appointed and so called independent Commissioner for Complaints, who, upon investigating or reviewing a complaint, highlights breaches that the Department ignores, or refuses to acknowledge???

The Complaints Commissioner is even more impotent than the previous scheme.

God help our frail and vulnerable in care. Because the Department of Health and Ageing won't.

And neither can the "new and improved" Complaints Investigations Scheme, it seems.