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Frequently Asked Questions (FAQ's)
What can I complain about?
Who can make a complaint?
Who can make a complaint to?
Is there a Policy for Complaints Management?
What if I need help to make a complaint?
What happens to my complaint?
How will I know what is happening?
How will I know the results?
Who will know about my complaint?
Am I protected if I make a complaint?
Can I make an anonymous complaint?
What if I am not satisfied?
What if a decision is unfair or wrong?
Can an Internal Review within Consumer Advocacy and Quality Service reverse decisions made by a caseworker within a Business Unit?
How do I have a decision reversed?
Can Consumer Advocacy and Quality Service give money to clients?
Can Consumer Advocacy and Quality Service provide legal advice?
What can I complain about?
You can complain about services, policies, and processes of the Directorate. You can also complain about inappropriate behaviour of Directorate 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.
Who can I make a complaint to?
The Directorate will always attempt to resolve complaint issues within the Business Unit first prior to referring for an independent review.
See Compliments/Complaints Contact Details
However, you may also request an independent review of the complaint issues be conducted by Consumer Advocacy and Quality Service (CAQS), if you are dissatisfied with the response provided within the Business Unit.
See CSD Internal Review
Is there a Policy for Complaints Management?
Yes, Community Services Directorate has a Complaint Management Feedback Guide Policy and Procedures [PDF 467KB] [Word 666KB]
What if I need help to make a complaint?
Staff in Consumer Advocacy and Quality Service (CAQS) can assist you express your complaint so that your concerns and what you want to happen are clear.
You can also have someone else to assist you when making a complaint. This could be a family member, carer, advocate or friend. In this instance written consent may be required.
What happens to my complaint?
Your complaint is recorded on a separate file. The person receiving the complaint may address the complaint issues or refer it to the complaints area within the Business Unit. Depending upon the complexity of the complaint and the issues the complaint may be referred to Consumer Advocacy and Quality Service (CAQS) for an Internal Review.
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 within either the Business Unit, the Complaints Management Area within the Business Unit or Consumer Advocacy and Quality Service (CAQS), depending upon who is managing your complaint. These files are confidential and can only be accessed by authorised staff.
If your complaint is about an individual employee of the Directorate 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 to discuss your identity and complaint issue with relevant Directorate staff.
Am I protected if I make a complaint?
Any officer of the Directorate 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. When making an anonymous complaint you need to be aware that it may not always be possible to resolve the complaint.
What if I am not satisfied?
If you are not satisfied with the handling of your complaint within the Business Unit you may request an Internal Review be conducted by Consumer Advocacy and Quality Service (CAQS) PDF & Word
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. Contact details of these Agencies are available in both PDF format (50kb) and word format (41kb).
What if a decision is unfair or wrong?
Complaints about decisions of the Directorate can be appealed but there are restrictions in law depending on the nature of the matter.
Can an Internal Review within Consumer Advocacy and Quality Service reverse decisions made by a caseworker within a Business Unit?
No, Consumer Advocacy and Quality Service are 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 Directorate.
How do I have a decision reversed?
Talk to the staff member who made the decision. If you are dissatisfied ask to talk to the Team Leader, Manager or Director of the Business Unit.
If you are still not satisfied you may request an Internal Review be conducted by Consumer Advocacy and Quality Service, keeping in mind that the complaint issues would be reviewed in accordance with the guidelines procedures and policies of the Directorate.
Can Consumer Advocacy and Quality Service give money to clients?
The Consumer Advocacy and Quality Service do not provide money to clients however the service can check that you are aware of any support that can be provided by the Directorate.
Can Consumer Advocacy and Quality Service provide legal advice?
The Consumer Advocacy and Quality Service is not a legal service and are not able to provide legal advice.
