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Telephone: 1800 677 342

Rights and responsibilities

Service user

Includes people with disability accessing the service, friends, family, and others raising a complaint

Service user rights

  • You have the right to complain about a disability service provider
  • You have the right to make an anonymous complaint
  • You have the right to know how to make a complaint and to be provided with appropriate assistance to make a complaint.

Service user responsibilities

  • You are responsible for providing Disability Services Commissioner (DSC) with information to help us understand your concerns and handle a complaint
  • We ask that you tell us if it’s okay for us to proceed with the complaint and:
    • to inform a service provider about your complaint
    • to request information about you from service providers and other agencies.

Service provider

Service provider rights

  • You have the right to access resources, information and training from DSC to help you improve the complaints culture at your organisation
  • You have the right to contribute information and feedback to DSC during and after the complaints process
  • You have the right to receive warning and object if your organisation is to be named in the DSC annual report as a result of failing to take action to remedy a complaint after being provided a notice by DSC

Service provider responsibilities

  • You are responsible for complying with inspections by DSC authorised officers (see PDF info sheet)
  • You are responsible for providing DSC with information as requested during assessments, reviews and investigations
  • You are responsible for reporting to DSC following receipt of a Notice to Take Action or Actions to Remedy related to an investigation
  • You are responsible for reporting to DSC every year with data relating to complaints received by your organisation

To find out more about rights and responsibilities as a service user and a service provider, visit the Victorian Legislation and Parliamentary Documents website to read the Disability Act 2006 in full.

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