Making a complaint

You may complain about a disability service provider who has:

  • Failed to provide appropriate service; or
  • Failed to act consistently with any of the following:
  • The Home and Community Care National Service Standards, as amended from time to time;
  • The human rights principles set out in the Disability Services Act 1991, schedule 1:
  • The requirements to be complied with in relation to the design and implementation of programs and services relating to people with disabilities set out in the Disability Services Act 1991, schedule 2;
  • The National Standards for Mental Health Services endorsed by the Australian Health Ministers Advisory Council’s National Mental Health Working Group, as amended from time to time;
  • The generally accepted standard of service delivery expected of a provider of the kind of service to which the complaint relates;
  • Any other standard prescribed by regulation; or
  • The service is not being provided.

Your first step should be to approach your provider and discuss your concerns. Sometimes this is difficult and we can help you with this.

If you’re still unhappy, then call us.

You may bring a complaint against any disability service provider
Disability service providers are agencies providing services specifically for people with disability and / or their carers.
A provider named in a complaint may be any person or organisation.

Who can make a complaint?
Any user of a service for people with disability and / or their carers.

If the user is unable to complain then:

  • A relative, friend or guardian
  • A disability service provider
  • Anyone with sufficient interest.

The Disability and Community Services Commissioner sees complaints as opportunities by using the information supplied to help improve disability services in the future.

Contact the Disability and Community Services Commissioner’s complaint line on:

Telephone: (02) 6205 2222
Fax No.: (02) 6207 1034

When you contact us the Intake Officer / Senior Disability Advisor will:

  • Listen
  • Give information
  • Help you to take your complaint to the service provider
  • Refer your complaint to the Disability and Community Services Commissioner for further action if necessary
  • Put you in touch with other people who can help if needed.

Complaint form (download)

Complaints section

Download the complaint form above in either MS word or PDF format, complete and send in to us either:

By mail:

Disability and Community Services Commissioner
GPO Box 158
Canberra City ACT 2600 or visit Disability and Community Services Commissioner
ACT Human Rights Commission
12 Moore Street
Canberra City ACT 2600

By email:

human.rights@act.gov.au

The Disability and Community Services Commissioner

  • Helps people make their concerns known to disability services providers.
  • Assesses and clarifies problems in disability services provision.
  • Conciliates formally or informally, between consumers and providers of services.
  • Assists in the resolution of complaints.
  • Uses information obtained and lessons learned to recommend improvements to services.

The Disability and Community Services Commissioner is an impartial statutory authority. It is an offence to punish, either by threats, harassment, intimidation or injury, anyone who may make an approach to the Disability Services Commissioner