What is a complaint

Definition An expression of dissatisfaction made to or about a disability services provider, relating to its products or services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. Independent Disability Services (IDS) recognises that people with a disability have a right to be treated with courtesy and respect by IDS staff. The support they must respect their culture, beliefs, personal characteristics and values.

IDS takes complaints seriously we are committed to:

  • Systems that promote transparency, justice and fairness;
  • Addressing client complaints in a just and timely manner;
  • Using complaints to improve the quality of our services and gain new perspectives;
  • Ensuring clients are not disadvantaged in any way;
  • Encouraging the support and guidance of family, friends, carers and independent advocates to uphold our clients’ rights and, where required represent them;
  • Resolving complaints fairly by discussion and negotiation between the parties, as soon as possible.

How to make a complaint

  • You have the right to choose to make your complaint anonymously if you prefer.
  • Firstly, discuss your complaint with your IDS team member, they will work with you to try to find a way to fix the problem. Talking can sometimes sort out the problem without going through a formal process.
  • If your IDS team member cannot help, you can make a formal complaint. Your IDS team member can assist with completing the paperwork. This will go to a member of the IDS management team. You can make a formal complaint in writing to:
  • IDS Complaints, Level 3, 60 Leicester Street, Carlton, Victoria 3053
  • By telephone: 03 9340 5100
  • By email: admin@idsa.com.au

You will hear from us confirming we have received your complaint within five working days. The complaint initially goes to the supervisor with responsibility for the area that falls under your complaint, and then, if not resolved, to the CEO. If agreeable to the parties, conciliation and mediation will commence. If still not resolved it will go to the Disabilities Services Commissioner.

Our commitment

Support: Clients can request that a family member, an independent representative or an IDS staff member assist them with their complaint.

  • Anonymity: Clients have the right to make an anonymous complaint.
  • Acknowledgement: We will acknowledge your complaint within five working days and respond to it within 28 working days.
  • Communication: We will communicate with you regularly throughout the process in the way you prefer, to ensure that the situation has improved. We will follow-up to check your satisfaction and experience of the complaints process.
  • No disadvantage: Clients will not have their relationship or service with IDS affected in any way by pursuing the resolution of a complaint.
  • Privacy: All complaints are treated by IDS in a way that ensures confidentiality and meets privacy legislation requirements.

Please contact us if you would like a further explanation of the IDS Complaints Policy or to forward any additional information.

Clients may contact the offices of the Disability Services Commissioner at any time during the complaint process.

Reporting

IDS reports annually to the Disability Services Commissioner on all complaints and compliments.

Disability Services Commissioner     Telephone 1800 677 342

www.odsc.vic.gov.au

Or other specialised services:

Victorian Equal Opportunity and Human Rights Commission   Telephone 1300 292 153

www.humanrightscommission.vic.gov.au

Ombudsman Victoria   Telephone 9613 6222 or 1800 806 314

www.ombudsman.vic.gov.au

Office of the Victorian Privacy Commissioner   Telephone 1300 666 444

www.privacy.vic.gov.au

Consumer Affairs Victoria

Telephone 1300 558 181

www.consumer.vic.gov.au 

If your complaint is not resolved to your satisfaction by IDS, you can refer it to:

Office of the  Disability Commissioner   Telephone 1800 677 342

www.odsc.vic.gov.au

Or other specialised services:

Victorian Equal Opportunity and Human Rights Commission   Telephone 1300 292 153

www.humanrightscommission.vic.gov.au

Ombudsman Victoria   Telephone 9613 6222 or 1800 806 314

www.ombudsman.vic.gov.au

Office of the Victorian Privacy Commissioner

Telephone 1300 666 444

www.privacy.vic.gov.au

Consumer Affairs Victoria  Telephone 1300 558 181

www.consumer.vic.gov.au 

Disability Advocacy Resource Unit  Telephone 03 9639 5807

www.daru.org.au/contact-us