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Telephone: 1800 677 342

Support for service providers

Are you a service provider who has received a complaint? Are you not sure what to do next?

Disability Services Commissioner (DSC) can help guide you through managing and successfully resolving complaints, and turning complaints into an opportunity for improvement.

Resources

We have a number of educational and informational resources available for service providers. You might be interested in:

Click to access all DSC resources

You may also be interested in our list of external resources for service providers. We also produce a regular newsletter, update our blog with news articles, and offer a list of useful links of other organisations.

Training

You may also be interested in building the capacity of your organisation to respond to complaints, and to develop a positive complaints culture. DSC can run training and information sessions in-house for your staff, to enhance their understanding of how to handle complaints.

Contact us about organising a training session.

Annual complaints reporting (ACR)

If you are a registered disability service provider in Victoria, you are required to report all complaints received by your organisation to DSC annually. If you received no complaints in the past year, you will still need to send us a report telling us that you received no complaints.

We provide an all-in-one online complaints register and reporting tool – Annual Complaints Reporting Tool (ACR Tool) – which you can use to report to us every year. Service providers can manage all their complaints in a convenient cost-free way that is consistent with legislation.

  • Password protected access to complaint records
  • Easy-to-use online interface with ‘question and answer’ format
  • Easy data storage and retrieval functions to record and update complaints over the course of the year
  • A download function for services to view and analyse complaints data in a spreadsheet format
  • Optional questions to collect information about individuals who made the complaint, whether it is a general or individual-specific complaint, who the complaint is about, and a space for case notes. DSC has no access to any data collected by these questions, it is designed as a complaints register for service providers.
  • Feedback functions for comments and suggestions for improvement to the reporting tool.
  • On-line help and resources to assist with use and implementation of the tool

Support for the ACR Tool

If you have any questions about how to use the ACR Tool, please check our Frequently Asked Questions. If your question is not answered there, contact us on acr@odsc.vic.gov.au.

Log on the ACR Tool

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