Frequently Asked Questions (FAQ's)

What can I complain about?

You can complain about services, policies, and processes of the Department. You can also complain about inappropriate behaviour of Department employees.

Who can make a complaint?

The person receiving services, family members, carers, friends, advocates, other support persons and members of the public can make complaints.

What if I need help to make a complaint?

Staff in Consumer Advocacy and Quality Service can help you express your complaint so that your concerns, and what you want to happen are clear. You can also have someone to assist you when making a complaint. This could be a family member, carer, advocate or friend.

What happens to my complaint?

Your complaint is recorded on a separate file. The person receiving the complaint may address the complaint or refer it to the Complaints Officer in that area. You may also ask for the complaint to be addressed by the Consumer Advocacy and Quality Service. To address your complaint questions are asked and you will be contacted and provided with a response. To do this the Complaints Officer or Consumer Advocacy and Quality Service may need to look at information on your file in the Department.

How will I know what is happening?

If you have made a complaint then you will be told the name of the person managing your complaint and how you can contact them.

How will I know the results?

You will be advised in writing on actions taken.

Who will know about my complaint?

Your complaint details will be recorded in files maintained by the Complaints Officer of the area or Consumer Advocacy and Quality Service. These files are confidential and can only be accessed for properly authorised staff. If your complaint is about an individual employee of the Department then that person is entitled to know that a complaint has been made about them, the general nature of the complaint and the name of the person complaining.

In investigating and resolving your complaint it may be necessary for the Complaints Officer or Consumer Advocacy and Quality Service to discuss your identity and situation with essential staff. However, this will always be done to the minimum extent necessary to resolve your concerns.

Am I protected if I make a complaint?

Any officer of the Department who is the subject of a complaint is required to act in a professional manner and to ensure that the person making the complaint is not disadvantaged or treated unfairly. If you are concerned that this is happening you should report this to the person who is managing your complaint.

Can I make an anonymous complaint?

Any person has the opportunity to complain anonymously. If this occurs the complaint would need to provide enough information to resolve the matter.

What if I am not satisfied?

If you are not satisfied with the handling of your complaint then you may write to an external reviewing authority such as the:

• ACT Ombudsman Office  - about process and administrative practices.
• Human Rights Commission  - about complaints of race, sex or disability discrimination.
• Office of Public Advocate  - about concerns for the best interests of people who are unable to protect or represent their own interests.
• Administrative Appeals Tribunal  - about administrative decisions unable to be resolved between the department and you.

What if a decision is unfair or wrong?

Complaints about decisions of the Department can be appealed but there are restrictions in law depending on the nature of the matter.

Can your service reverse decisions made by a caseworker?

The Consumer Advocacy and Quality Service is not able to reverse decisions made by caseworkers. The service can advocate on your behalf and check that the decisions have been made in accordance with the guidelines procedures and policies of the Department.

How do I have a decision reversed?

Talk to the staff member who made the decision. If there is new information or changed circumstances, please tell us. If you are unhappy ask to talk to the Team Leader, Manager or Director.

If you are not satisfied ask about the formal review process and where you can get help.

Can your service give money to clients?

The Consumer Advocacy and Quality Service is not able to give money to clients however the service can check that you are aware of any support that can be provided by the Department.

Can your service give me legal advice?

The Consumer Advocacy and Quality Service is not a legal service and is not able to give legal advice. There are many community based legal services and Legal Aid where you can obtain assistance.

External Statutory Review - PDF format  (50KB), word format (41KB)