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Complaints and Advocacy
Welcome, by listening to clients we can improve our services. We want to hear your views and experiences, good and bad. You can send us compliments, comments, complaints and concerns by completing our Online Client Feedback Form or by Phone: 13DHCS (13 3427), emailing us CSD@act.gov.au or by writing to us at PO Box 158 Canberra ACT 2601. A printable version of the Client Feedback Form is available in both Word format and PDF format.
A printable version of the Client Feedback Form [PDF 52KB] [Word 66KB]
Frequently Asked Questions (FAQS)
Complaints
Advocacy
Other people who may be able to help you
Complaints
Complaints are any expression of dissatisfaction with the services provided by, or on behalf of, the Community Services Directorate.
Clients and community members have the right to provide feedback on services, ask for explanations or make complaints.
You can expect to:
- be treated respectfully, fairly, in confidence and not affect the delivery of services to you
- have the matter dealt with as soon as possible
- be informed of progress
- be told of the outcome
Steps:
- 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 not happy after this you can talk to the team leader or manager or ask to be referred to the area’s complaints person.
- You can also ask to talk to the independent area in the Directorate called Consumer Advocacy and Quality Service on 6207 4434 if you feel the area involved is not listened to your concerns.
Advocacy
- The staff of Consumer Advocacy and Quality Service will listen to your concerns and make sure you are heard.
- Staff can ask questions of the service area about your complaint and make sure that legislation, policy and procedures of the Directorate are followed correctly.
Consumer Advocacy and Quality Service staff can be contacted by:
Phone: 6207 4434
Fax: 6207 2048
Email: DHCSConsumerAdvoca@act.gov.au
Other people who may be able to help you
If you believe a formal decision made by the Directorate is not right you can ask for this decision to be reviewed by the relevant authority. Contact details of these authorities are available in both PDF format and word format.
Contact details of authorities [PDF 50KB] [Word 41KB]
Feedback and Complaints Management
The CSD Complaint Management and Feedback Guide (Policy and Procedures) 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. A printable version of the CSD Complaint Management and Feedback Guide (Policy and Procedures) is available in both Word format and PDF format.
Feedback and Complaints Management Policy and Procedures [PDF 467KB] [Word 666KB]
