The Department of Communities' Consumer Liaison Service helps people with disability, their families and/or advocates, to address the concerns that they may have about services provided by the Department.
Complainants are encouraged to raise their concerns directly with their local service in the first instance, such as a Manager. If concerns remain unresolved or are more complex, then the matter is referred to the Department's Consumer Liaison Officer.
Role of Consumer Liaison Officer
The Consumer Liaison Officer supports effective communication with disability sector organisations and:
- is available to support disability sector organisations with the development of their complaints policy
- actively manages the relationship between the Department and external complaint mechanisms and supports referrals to external complaint mechanisms
- develops, maintains and ensures access to appropriate publications (for example, brochures) to support consumer and staff awareness of complaints rights, options and procedures
- develops and implements awareness training for disability sector organisations (internal and external). Email the Consumer Liaison Officer email@example.com or contact by phone on 6167 8333.
Consumer Liaison Resources
The Department offers a resource list to assist organisations funded by the Department to align their policies and procedures with the National Standards for Disability Services. This includes Standard 4, feedback and complaints.
Summary of Australian Complaint Handling Standard AS ISO 10002-2006 (PDF, 15KB)
Summary of Australian Complaint Handling Standard AS ISO 10002-2006 (DOC, 25KB)
Running sheet to be used during the investigation of a complaint (PDF, 45KB)
Sample consumer information on complaints (PDF, 13KB)
Sample consumer information on complaints (DOC, 93KB)
Consumer Liaison Service (PDF, 316KB) is a brochure which refers to the complaints process about the Department's services. It is intended for Department clients, their families and/or advocates. This brochure is also available in other languages.
How to have your say (PDF, 209KB)
How to have your say (DOC, 1MB)
This booklet provides information on all the possible avenues for registering a complaint about any of the services provided to people with disabilities. It also provides a list of advocacy services.
Fact sheet: Understanding disability sector organisation complaint management processes (PDF, 336KB)
Fact sheet: Understanding disability sector organisation complaint management processes (DOC, 349KB)
Fact sheet: Understanding Disability Services Commission complaint management processes (PDF, 338KB)
Fact sheet: Understanding Disability Services Commission complaint management processes (DOC, 349KB)