Complaints
COMPLAINTS
DACSSA respects the rights of all our clients to be heard, informed, and involved in decision making.
You have the right, and are encouraged by us, to provide feedback about our service. This may be compliments, suggestions, grievances or complaints.
If you have a complaint or grievance, we encourage you to raise it with us so we can work together to find a resolution. At any time during our complaints and grievances process, you can involve a support person or an external service such as the Complaints Resolution and Referral Service.
We are committed to ensuring complaints and grievances receive full consideration without prejudice or predetermination of the outcome. We have processes in place to ensure that all complaints are responded to in a consistent, fair and timely manner.
Once a complaint has been made, DACSSA investigates and maintains documentation of all stages of the resolution process to ensure that these steps are followed.
How do I make a complaint?
You can make a complaint through our website, or you can write to or call the Client Services Coordinator:
Tel: (08) 7122 6030
Email: admin@dacssa.org.au
Address: Level 7 / 70 Pirie Street, ADELAIDE, SA 5000
The Client Services Coordinator will take down all details and discuss how you would like to proceed.
What is the process after I lodge a complaint?
The complaints investigation process is consultative. We involve you to make sure your voice is heard including suggestions for improvement of our service. You will be informed of the outcome of the grievance or complaint and will be invited to discuss outcomes.
The complaints process steps:
Receive information
DACSSA can receive the details of your complaint by phone, email or online form.
We will record the complaint and begin our Complaints and Grievances Process.
Acknowledge
DACSSA will contact you, to confirm that we have received your complaint.
Assess & Investigate
- Initial assessment
- Investigate complaint
- Determine outcome
Determine outcome
Following consideration of the complaint and any investigation into the issues raised, we will contact the person making the complaint and advise them of:
- The actions taken by DACSSA
- The outcome
- The remedy or solutions we have put in place
- Options for review that may be available to the person making the complaint, including external reviews.
What happens if my complaint is still not resolved?
If, after the complaints process is complete, you feel your issue is not resolved, the complaint can be escalated to DACSSA’s CEO for further consideration.
What happens if I’m still not happy with the outcome?
You can ask for the CEO to review the complaint, or make an external complaint.
How do I lodge an external complaint?
You also have the right to lodge an external complaint. This is an option available to you at any stage of your complaint with DACSSA.
External complaints can be raised with the following organisations:
- The Complaints Resolution & Referral Service (CRRS)
- The NDIS Quality and Safeguards Commission
Other services can also help you to communicate your complaints:
- The National Relay Service
- Translating and Interpreting Service (TIS National)
Contact details are listed below.
At any time, a client of DACSSA is able to contact the following services for help with their complaint or grievance about DACSSA.
For issues concerning an Advocacy Service, Disability Employment Service or Australian Disability Enterprise:
The Complaints Resolution & Referral Service (CRRS).
Free Landline Call: 1800 880 052
Email: crrs@workfocus.com
For complaints or issues about services or supports that were not provided in a safe and respectful way, or to an appropriate standard:
The NDIS Quality and Safeguards Commission
Free Landline Call: 1800 035 544
Other services can also help you to communicate your complaints:
The National Relay Service
Speak and Listen – 1300 555 727
TTY – 133 677
SMS Relay – 0423 677 767
Translating and Interpreting Service (TIS National)
Phone – 131 450 or 1800 131 450
MAKE A COMPLAINT
Please note that we treat your feedback seriously. We are happy for you to contact DACSSA directly with any complaints. We have a formal complaints process in place as outlined above.