Making a Complaint

Complaints Resolution and Referral Service

The Complaints Resolution and Referral Service (CRRS) on 1800 880 052 is available for you to discuss any concerns you may have about your Disability Employment Services (DES) provider, Australian Disability Enterprises (ADE) and/or Advocacy Services that are funded by the Australian Government.

Providers of disability services are required to meet the National Standards for Disability Services. The CRRS will help you understand your rights under these standards and improve your experience with a DES, ADE or advocacy service.

The CRRS will:

• listen and document your complaint
• get your permission to talk to the service and any others that are involved
• remain impartial

Local Resolution

The CRRS will work with you, your service and any other organisation with an aim to local resolution, referral to other organisations if your complaint or part of your complaint relates to other matters and referral to other support such as counselling or advocacy services.

Investigation and Conciliation

The CRRS will assist you and your service to resolve the complaint together. The CRRS will contact your service about your complaint and find out what happened.  The CRRS may make recommendations to address your complaint. The CRRS will facilitate a meeting between the service and you (including any support people) to resolve the complaint.

Making a complaint

The CRRS is open Monday to Friday, 9am to 7pm Australian Eastern Standard Time (AEST) and Australian Eastern Daylight Saving Time (AEDST), excluding Australian national public holidays.

To make a complaint:

• Call 1800 880 052 (toll free)
• Callers who are deaf or have a hearing or speech impairment can contact the National Relay Service (NRS) by calling 1800 555 677 then asking for 1800 880 052
• Callers from a non-English speaking background can use the Translating and Intepreting Service (TIS) by calling 13 14 50
• Submit your complaint via the Online Complaints Form

If you are not happy with the service you receive from the CRRS, you may have your complaint escalated to the Department of Social Services (DSS) who will conduct a review of your complaint and the process undertaken by the CRRS. Contact DSS Feedback through the Department of Social Services website.

Last updated: 1 July 2016 - 7:30am