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Telephone: 1800 677 342

What we do

An independent voice promoting rights and resolving complaints about disability services.

Disability Services Commissioner (DSC) works with people with a disability to resolve complaints about disability service providers, and we work with disability service providers to improve outcomes for people with a disability.

Our service is independent, free, confidential and accessible.

Complaints resolution

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If you have a complaint about a Victorian disability service provider, DSC can take your complaint. Learn more about the complaints process, and assessments, conciliations and investigations.

Whether you are a person with a disability, a family member or friend of someone with a disability, a staff member, carer, or a member of the community – you have the right to contact DSC with a complaint or even just for advice and guidance.

If your complaint is out-of-scope as defined in the Disability Act 2006, DSC can help you find the right place to go with your complaint. We have a ‘no wrong door’ approach and we’ll do our best to help you direct your complaint to the right place.

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Training and education

For people with a disability and their families, DSC runs training and education sessions on individual rights and how people can make a complaint about a service provider. We also offer resources including brochures in multiple languages and formats.

For service providers, DSC runs training and education sessions about promoting a positive complaints culture and the importance of supporting clients to make a complaint. We also offer resources including a Good Practice Guide and Complaints Guidelines to support these training sessions.

If you’re interested in learning more about training and education or booking a session, please call 1300 728 187 or submit a request online.

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Community awareness

Sometimes people with a disability and their networks might not know that we exist. They may not have visited our website, attended one of our education sessions, or their disability service provider may not have given them our information. That’s why we attend public forums, events, expos and any other event where we can tell people about what we do and how we can help.

If you are organising an upcoming disability-focused event or forum and would like DSC to attend, please call 1300 728 187 or submit a request online.

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Oversight of critical incidents

DSC provides independent oversight of Category One incident reports for Victorian disability service providers (download PDF factsheet 62KB, download RTF factsheet 72KB),  relating to injury, assault and poor quality of care. DSC provides biannual Notices of Advice to the Department of Health and Human Services that identify recurring issues from our incident report reviews and recommend how these might be addressed.

Through our oversight of these incident reports we influence policy and practice to improve prevention and responses to abuse. We also provide advice on individual matters where the needs of the person with a disability are not recognised. Our reviews and advice relating to Category One incident reports foster greater understanding in the disability services sector about person-centred approaches to preventing abuse.

DSC has produced ‘Investigations: Guidance for Service Providers’, a booklet providing best-practice guidance to disability service providers undertaking internal investigations. Click here to access the booklet.

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Level 20, 570 Bourke Street,

Melbourne, Victoria, 3000 Australia

Call for enquiries or complaints - 1800 677 342

Email for enquiries or complaints - complaints@odsc.vic.gov.au