Complaints - it's okay to complain! 

How to complain...

1. Discuss your complaint with your direct HR&SS worker. Talking can sometimes sort out the problem without going through a formal process.

2.  If the situation is not resolved, or if you would like to lodge a formal complaint, you can complain by phone, by text, by email or by using the contact form on this website. HR&SS workers can assist you to document your complain. Interpreters are also available. 

3.  We will acknowledge your complaint within 5 working days and respond to it within 28 working days.

4.  The complaint goes to the worker's supervisor and then, if not resolved, to the CEO. If agreeable to the parties, conciliation and mediation will commence. If still not resolved it will go to the Disability Services Commissioner.

5.  If your complaint is about the CEO, their supervisor, the Chairperson of the Board will arrange mediation. Contact the Chairperson through the HR&SS office.

Our commitment...

Support

At any stage of this procedure, consumers can request that a representative or an advocate of their choice be present at the meetings. HR&SS workers can help with writing or recording the complaint. 

Communication

We will communicate with you regularly throughout the process in the way you prefer, to ensure that the situation has improved. We will follow-up to check your satisfaction and experience with the complaints process. 

No disadvantage

Consumers will not have their relationship or service with HR&SS affected in any way by pursuing the resolution of the complaint. 

Privacy

All matters connected with complaints are treated by HR&SS in a way that ensures confidentiality and meets privacy legislation requirements.

If you are not satisfied...

If you complaint is not resolved to your satisfaction by HR&SS, you can take it to:

Office of the Disability Services Commissioner

Telephone 1800 677 342

www.odsc.vic.gov.au

Or other specialised services:

Victorian Equal Opportunity and Human Rights Commission

Telephone 1300 292 153

www.humanrightscommission.vic.gov.au (if it involves discrimination)

Ombudsman Victoria

Telephone - Metropolitan 03 9613 6222

                     - Regional 1800 806 314

Office of the Victorian Privacy Commissioner

Telephone 1300 666 444

www.privacy.vic.gov.au (if there are privacy concerns)

Consumer Affairs Victoria

Telephone 1300 558 181

www.consumer.vic.gov.au

For more information...

If you would like to have the Complaints Policy explained in more detail or if you have any questions regarding this policy, please contact us on 03 9340 5100