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CSD Internal Review Process
Your Rights
If you receive a formal letter in response to your complaint and you are still dissatisfied you can ask that your complaint be referred for Internal Review. You can do this by writing to the Business Unit and requesting that your complaint be referred to the Executive Director of Policy and Organisational Services for an independent review to be conducted by Consumer Advocacy and Quality Service (CAQS).
Postal Address:
See Compliments and Complaints Business Unit Details
Consumer Advocacy and Quality Service
Consumer Advocacy and Quality Service (CAQS) is a section of Policy and Organisational Services within the Directorate that 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.
Purpose of an Internal Review
The purpose of the Internal Review is to examine the circumstances in which the complaint was submitted, the issues raised and the way it was dealt with.
Process
1. You will be contacted in person by a staff member from Consumer Advocacy and Quality Service within five (5) working days following receipt of your complaint.
2. We will make sure that we clearly understand your complaint. In some cases we may meet with you to clarify our understanding of your complaint and the expected outcome you are seeking.
3. We will involve you in any formal investigation of your complaint.
4. We will work within a timeframe for responding to your complaint and seek your agreement for an extension of that deadline if required. Sometimes extensions are required due to the nature and complexity of the complaint issues. Generally you can expect a response within thirty (30) days following receipt of the complaint.
5. A friend, relative, Advocate, or other professional advisor can speak for you if you consent to this arrangement. Your written consent may be required.
6. At the conclusion of the Internal Review process the Executive Director, Policy and Organisational Services will provide a written response to you and a report to the Director-General for consideration, particularly if recommendations have been made.
Following an Internal Review
1. You can expect that someone from Consumer Advocacy and Quality Service will contact you following receipt of the response to seek your feedback.
2. If you are satisfied with the response a closure letter will be sent and the matter closed.
3. If you are still dissatisfied you may wish to seek an external review with a relevant External Review Agency
Confidentiality
CAQS will maintain separate records from those that may be held else where within the Directorate.
Discrimination
Making a complaint will not lead to discrimination against you. If you think that staff are acting unfairly towards you because you have made a complaint, or are not dealing properly with your complaint, then you should report this immediately to:
Postal Address:
The Executive Director, Policy and Organisational Services
Community Services Directorate
PO Box 158
Canberra ACT 2601
