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Compliments and Complaints

Improving Services

Welcome. By listening to feedback from our clients we can improve our services. We want to hear your views and experiences. You can use this guide to send us comments, compliments, concerns and complaints in the following ways:

• Face to Face
• Contacting the Business Unit Directly
• Phoning the OCYFS Complaints Unit on 6207 5294
• By using our Online Client Feedback Form
• Phoning: 13 3427 (13DHCS) and requesting to speak with a Manager of the Business Unit you wish to Compliment or voice a Complaint.
• Emailing us at CSD@act.gov.au
• Writing to us at PO Box 158 Canberra ACT 2601
• Client Feedback Form [PDF 52KB]  [RTF 3.4MB] 

Compliments

You may wish to forward positive feedback or a compliment when you have received good service provided to you or your family.  It is helpful to hear when we do things well to assist us in maintaining quality services.

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Complaints

We define a complaint as an expression of negative feedback or dissatisfaction with the services provided by, or on behalf of, the Community Services Directorate (CSD).

Clients and community members have the right to provide feedback on services, ask for explanations or make complaints.

You have a right to complain if you are:

• A client of CSD
• Complaining on behalf of a client of our Directorate
• Entitled to receive a service from CSD but the service is not provided

You can expect to:

• Be treated respectfully, fairly and in confidence without having the delivery of client services compromised 
• Have the matter dealt with as soon as possible
• Be informed of progress
• Be told of the outcome

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Your Complaint

• Will be managed in accordance to the CSD Complaint Management and Feedback Guide, Policy and Procedures Manual [PDF 467KB] [RTF 3.7MB] 
• If someone complains on your behalf, we will ask for a written confirmation from you telling us that they are acting on your behalf and why.
• Children and Young People will be responded to in accordance with the Policy and Procedure Manual.
• No matter how you complain, by phone, email or letter, your complaint will receive the attention required.
• Some clients prefer to make a written complaint so they can keep a copy.

Responding to Your Complaint

• Usually the best way to resolve a problem is to talk to the person in the area who provides the service or has made the decisions concerning you or your family.
• If you are dissatisfied after this you can talk to the team leader or manager or ask to be referred to the Business Units complaint area.
• The complaint area will try to clarify the issues of your complaint, the main concerns you want us to look into and the expectations you have with regard the complaint issue/s raised and the outcome you are seeking.
• We will usually offer to sort out the complaint informally within the Business Unit first by looking into the matter, discussing it with you and doing what we can to resolve the problem.
• Some people choose an informal approach which can sometimes be a better and quicker way of addressing the issues. It does not mean that the complaint is taken less seriously.  Please let us know at the beginning if you wish to make an informal or formal complaint as this will determine if a formal response is required.
• We encourage you to try and address your complaint informally but if you feel this is inappropriate please advise a formal complaint and response is required.
• We will always attempt to resolve complaint issues within the Business Unit first prior to referring for an independent review.
• If you choose to lodge a formal complaint within the Directorate you can expect the following:
  
• • A written acknowledgement of the complaint within five (5) working days following the receipt of the complaint.
  • That a senior officer will be appointed to investigate the complaint.
  • A written response to the complaint issues within thirty (30) working days unless an extension has been agreed to in consultation with you. This can sometimes occur when there are complex issues to investigate.
  • Letting you know how to take matters further if you are dissatisfied with the formal response.

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Following Receipt of a Formal Response

• You can expect that someone will contact you within five (5) working days from the date on the response letter to seek your feedback.
• If you are satisfied with the response the matter will be closed.
• If you are dissatisfied with the response, you can request that your complaint is referred to the Executive Director of the Business Unit to assist in the resolution of your complaint.
• If you are still not satisfied you can request that your complaint is referred to the Executive Director of Policy and Organisational Services, who may request an independent review of the complaint issues be conducted by Consumer Advocacy and Quality Service (CAQS). See CSD Internal Review

Complaint Management and Feedback Guide

The CSD Complaint Management and Feedback Guide, Policy and Procedures Manual provides an outline of the processes relating to complaints management. It provides a framework that promotes a consistent approach to dealing with, and resolving complaints across the range of Business Units in the Directorate.

Feedback and Complaints Management Policy and Procedures [PDF 467KB] [RTF 3.7MB]  

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Consumer Advocacy and Quality Service

• Consumer Advocacy and Quality Service (CAQS) is a section of Policy and Organisational Services within the Directorate.
• CAQS provides an independent complaints resolution service or 'internal review' function for the Director-General. CAQS also undertakes complex investigations at the request of the Director-General or other Executive staff within the Directorate.
• The staff of Consumer Advocacy and Quality Service will listen to your concerns and seek to address the matters raised.
• Staff can also ask questions of the Business Unit about your complaint and their compliance with legislation, policy and procedures within the Directorate.

Consumer Advocacy and Quality Service staff can be contacted by:
Phone: 6205 0473 or 6207 4504
Fax: 6207 2048
Email: senioradvocate@act.gov.au

Frequently Asked Questions

Frequently Asked Questions

Other People Who May Be Able to Help You

If you believe a formal decision made by the Directorate is not correct you can ask for this decision to be reviewed by the relevant ACT External Review Agency.

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