Our commitment
DADHC is committed to handling complaints in a fair and open way.
Every effort will be made by DADHC to resolve the complaints it receives to the satisfaction of everyone involved.
If you make a complaint to DADHC you can expect that DADHC will:
Our complaints policy
The DADHC Feedback and Complaint Handing policy outlines the principles for management of complaints and provides guidelines to help DADHC employees in responding to complaints received. All employees of DADHC, including contractors and volunteers, are required to handle complaints according to the principles and guidelines outlined in this policy.
Click on the title to see a copy of the DADHC Feedback and Complaint Handling: Principles and Guidelines.
Feedback about the policy can be provided via this client evaluation form.
Who can make a complaint?
Anyone can make a complaint to DADHC. You do not have to be receiving services from DADHC or from a non-government organisation funded by DADHC to make a complaint and you may make a complaint on behalf of someone else.
Anonymous complaints will be accepted and investigated as far as possible.
DADHC staff who have complaints, including concerns relating to a client’s welfare should refer to DADHC staff grievance processes.
What can I make a complaint about?
DADHC services
You can make a complaint to DADHC about any aspect of its business or the services it provides directly.
DADHC funded services
DADHC funds many organisations to provide services. These include:
- non-government disability organisations, such as those who run group homes, respite and day programs, case management; and
- organisations providing services under the Home and Community Care (HACC) program such as Meals-on-Wheels, Home Modification and Maintenance services, case management.
DADHC does not have the authority to directly investigate complaints about these organisations. DADHC recommends that you discuss the complaint with the organisation first. If you make a complaint to DADHC about one of these organisations DADHC can refer the complaint to the organisation to look into, ask them how the complaint was handled and make sure that the organisation has a complaint handling policy.
DADHC licensed services
DADHC licenses organisations or individuals to operate boarding houses. DADHC can investigate complaints about possible breaches of licensing conditions.
You can also make a complaint about DADHC operated, funded or licensed services to the NSW Ombudsman.
Criminal matters
Allegations of abuse or other criminal activities, such as theft, should be reported to the police.
DADHC business partners
Funded and licensed service providers who have complaints about funding or administrative matters should refer to their funding agreement or licence. Click here for further information about grants and contracts, tender processes and Senior Card business programs.
Who do I make a complaint to?
You can make a complaint to any DADHC staff member. We encourage you to discuss your complaint with local staff first.
If the complaint is about a DADHC staff member, that person will not deal with it.
If the complaint is about a particular area or group of staff in DADHC then another area of DADHC may handle the complaint or an independent party may be called in to investigate the complaint.
Home Care
If your complaint is about your Home Care service you may prefer to contact the Home Care Customer Relations Co-ordinator on 1800 044 043.
How do I make a complaint?
Complaints can be made in a number of ways, in a letter, email, over the phone, in person or using a complaint form. DADHC will help you if you need assistance in making a complaint. For example, we can organise an interpreter if you need one.
You may wish to have an advocate or someone to act on your behalf to help you make a complaint. There are a number of advocacy services that provide this kind of help. Click here for a copy of DADHC funded advocacy services.
There are other external agencies who may be able to give you advice or assist you in making a complaint. These include the NSW Ombudsman and the National Disability Abuse and Neglect Hotline.
Click here for a copy of Information Sheet 1: Making a complaint.
For a copy of the DADHC feedback and complaint form click here or make a complaint to DADHC by email now.
What happens once I make a complaint?
When you make a complaint DADHC will explain:
- what will happen while the complaint is being dealt with;
- who will deal with the complaint; and
- what will happen next, such as when you are likely to be contacted again.
You should not be made to feel that you cannot make a complaint, nor should making a complaint have any effect on the services you are receiving from DADHC, such as changes to your service or less communication with you.
If the complaint is simple then it may be resolved immediately. If DADHC staff need to make further enquiries it may take a few weeks to resolve. In most cases it will be the DADHC officer or their Manager who is involved with the service or policy area who will deal with the complaint.
Where the complaint is about a more difficult matter it may take longer to resolve.
Once the complaint is resolved as far as possible, you will be informed of the outcome.
You may wish to raise any ongoing problems or concerns at this time.
Sometimes it may not be possible for a complaint to be resolved completely. If this is the case DADHC staff will work with you to look at other options to address your issues. DADHC staff may follow up with you afterwards to check that the outcome of the complaint handling process is meeting your needs.
Click here for a copy of Information Sheet 2: Complaint process.
What if I’m not happy with the outcome of the complaint?
If you are not happy with the outcome of the complaint then you can ask DADHC staff to review how the complaint was dealt with. You can do this in a letter, email, over the phone or in person. A more senior staff member may undertake the review.
DADHC staff may gather additional information to review the decision. This may or may not lead to changes to the original decision. After you have asked DADHC to review how the complaint was dealt with, and you are still unhappy with the outcome of a complaint then there are outside agencies that may be able to help. These include:
NSW Ombudsman
You can complain to the Ombudsman about DADHC or a DADHC-funded or licensed service or an employee of the service. The Ombudsman can also inquire into major issues affecting clients and services. Further information about the NSW Ombudsman can be found at www.ombo.nsw.gov.au or by calling (02) 9286 1000 or 1800 451 524 (rural/regional callers only).
Independent Commission Against Corruption (ICAC)
You can complain to ICAC about serious wrong-doing by the staff of government agencies, such as DADHC. ICAC may investigate or ask DADHC to investigate matters about public service staff. Further information can be found at www.icac.nsw.gov.au or by calling (02) 8281 5999.
Administrative Appeals Tribunal
You can complain to the Tribunal about some administrative decisions, for example, the funding of disability services or the refusal of a community service provider to implement a recommendation of the NSW Ombudsman. The Administrative Decisions Tribunal can review such decisions in certain circumstances. Further information can be found at www.lawlink.nsw.gov.au or by calling 1800 060 410.
Anti Discrimination Board (ADB)
You can complain the to ADB about discrimination, harassment and vilification. The ADB investigates and conciliates such complaints. Further information can be found at www.lawlink.nsw.gov.au or by calling (02) 9268 5555 or 1800 670 812 (rural/regional callers only).