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DSC brochures are available in a range of community languages, Braille, Plain English, Large Print and an Auslan video. You can make a complaint online, via phone, TTY, National Relay Service, Skype or in writing. We can arrange for a translator to help you make a complaint and to assist you throughout the complaints process. We can meet with you in person if you need face-to-face interaction. All of these services are free.
As a complaints body, DSC does not offer an advocacy service. You can search for an advocacy service on the Disability Advocacy Resource Unit (DARU) website, and contact them with a request.
DSC has a person-centred approach to complaints resolution. If someone has made a complaint on your behalf, we will speak with you and/or your guardian or decision-maker to gain your consent to proceed with assessment, and meet with you wherever possible. Our focus is on the person with a disability, and we seek to involve you in the process as much as possible.
Yes, you can call us if you have a complaint about the NDIS. We can take complaints about the provision of services by a disability service provider in Victoria, Australia. This includes disability services that are funded by the Department of Health and Human Services, the National Disability Insurance Scheme or the Transport Accident Commission. If the issue you want to talk to us about isn’t one that we have responsibility for (e.g. a complaint about the NDIA, the agency responsible for the NDIS), we can help you contact the right place and make a referral to another complaints body. Find out more about the NDIS and DSC.
We can take complaints about the services provided by a registered, funded or contracted disability service provider in Victoria, Australia. This may include accommodation, day services, respite, or more. We are also able to assess complaints about Victorian NDIS or TAC funded disability services. For more information and examples of complaints that we can handle, see Thinking about making a complaint.
All complaints are assessed by DSC Resolution Officers. Assessment includes looking into the issues raised in the complaint through reviewing documents and speaking to all those involved. Your complaint may be resolved during the assessment phase. Many complaints can be resolved through us assisting you and the service to achieve an outcome through the Four A’s:
If the complaint cannot be resolved through assessment, the complaint may be referred to conciliation or investigation. Find out more about the Complaints Process.
All complaints to DSC, including those with allegations of abuse or assault, will be assessed. Where the Commissioner determines that the complaint is not suitable for conciliation, DSC will consider whether the matter is suitable for investigation. Learn more about investigation.
Where it becomes evident that the complaint involves potential criminal conduct, DSC will refer the relevant aspects of that complaint to Victoria Police. We believe that people with a disability have the right to be heard, to be proactively supported, along with their family members, to participate in any investigations relating to allegations of abuse and to access the justice system.
DSC will always work with you and your service provider to try to find an appropriate resolution, however sometimes a complaint may not be able to be resolved. If you’re not happy with the result of your complaint, you can always let us know.
Our complaints service is confidential. This means that we comply with Victorian privacy legislation and your details will only be used, with your consent, to facilitate the complaints resolution process.
Yes, you can. There are three different ways you can do this. You can:
One thing to keep in mind when deciding what you want to do is that the more information we have, the more we will be able to do.
Please feel free to call us on 1800 677 342 to talk about your concerns.
You can withdraw a complaint at any time by notifying us. If it appears that you are withdrawing a complaint due to victimisation, coercion or duress from another party, or the health, safety or welfare of the person accessing the service may be affected, s. 112 of the Disability Act 2006 allows DSC to continue dealing with a complaint.
Our services are entirely free of charge.
The Disability Act 2006 states that it is an offence to threaten or intimidate a person who wishes to make a complaint to DSC. We will work closely with you and the service provider to ensure that you are not disadvantaged in any way. The service provider is responsible for taking steps to safeguard your right to complain. If you have any concerns about making a complaint, please talk to us.
The Disability Act 2006 allows DSC to decline to consider a complaint if it relates to an incident which occurred more than 12 months before the complaint was made. However, we encourage people to submit all complaints about Victorian disability services to us for assessment.
Anyone can make a complaint to us about a Victorian disability service. Whether you are a person with a disability, a family member or friend of someone with a disability, a staff member, carer, or a general member of the community – you have the right to make a complaint.
DSC has developed a large range of resources to help service providers through the complaints process, and to develop a positive complaints culture. These include a range of information sheets on the complaints process, and guidelines for good practice. Click here to access all DSC resources.
All registered, funded and contracted Victorian disability service providers must:
Even when your service has not received any complaints in the year, you will still need to submit an annual report to DSC stating that you received no complaints in that reporting period.
DSC offers a secure online complaints register and reporting tool known as the ACR Tool (Annual Complaints Reporting tool). This tool is open throughout the year, so service providers can manage all their complaints in a convenient cost-free way that is consistent with legislation.
DSC was established in 2007 under the Disability Act 2006 (the Act). The functions and powers of the Commissioner are detailed in the Act and can be found on this page. We also make specific reference to the following Acts in our annual reports:
DSC is committed to the values of Rights, Respect and Fairness. We work under the principles of being Accessible, Person Centred, Responsive, Accountable and a commitment to Excellence. We are committed to being a child safe organisation, prioritising the well-being of children and adults with a disability, including those from a CALD, and Aboriginal or Torres Strait Islander background. Find out more on Our Approach.
If you want to give feedback about any part of the DSC complaints resolution process, we want to know about it. You can send feedback to DSC on this page.
Level 20, 570 Bourke Street,
Melbourne, Victoria, 3000 Australia
Call for enquiries or complaints - 1800 677 342
Email for enquiries or complaints - firstname.lastname@example.org