Example of a direct disability service

complaint

I live in a group home with other adults who have

a disability. The house leader has told me that my

girlfriend is only allowed to visit me once a week

and that she is not allowed to stay over for the

night. I feel like I am being treated like a child and

that I do not have the same rights as other adults in

my own home. It is embarrassing and is having an

impact on my rela� onship.

If you’re in doubt about whether we can consider

your complaint, contact us and Commission staff

will discuss your concerns in more detail.

Who can make a complaint about a

disability service?

A complaint can be made by:

• the person who received the service;

• their agent;

• if they are under 18, their parent or guardian;

• a carer who has a guardianship or similar order;

• a disability service provider;

• a person approved by the Commission; or indeed

• anyone.

The complaint process

Your fi rst step should be, wherever possible, to

approach your provider and discuss your concerns.

Some� mes this is diffi cult and we can help you

with this. If you feel unable to raise your concerns

directly with the provider, let us know.

If you feel your concerns s� ll haven’t been

addressed, then call us.

A complaint must be in wri� ng. However, if

you are unable to write, or require assistance,

a Commission staff member can assist you. A

complaint form is available from the Commission

or from our website. We can arrange for assistance

to be provided by interpreters and advocates

whenever this would be helpful.

The Commission keeps all par� es to a complaint

informed throughout the process.

What about community services?The nature and extent of the Commission’s func� ons in

rela� on to community services has yet to be se# led by

government.

Disability Services

Do you have concerns about a service

for people with a disability and/or their

carers in the ACT?

The Disability & Community Services

Commissioner is one of three Commissioners

at the ACT Human Rights Commission. The

Commissioner considers complaints about the

provision of services for people with a disability

and / or for their carers.

The Commissioner’s role is also to:

• promote the rights of users of services and

improvements in the provision of services for

people with a disability and their carers;

• promote an awareness of the rights and

responsibili� es of users and providers of

disability services;

• encourage and assist providers of disability

services to develop and improve complaint

procedures; and

• iden� fy, inquire into and review issues related to

disability services.

What is a disability service?

A disability service is any service provided in the

ACT specifi cally for people with a disability or their

carers.

Examples of disability services include:

• services that provide home help;

• services that provide personal care;

• services that provide home maintenance or

modifi ca� on;

• respite care services;

• food services for people with disability and/or

their carers;

• transport services for people with a disability

and/or their carers;

• assessment or referral of support needs services;

• educa� on, training and skill development

services;

• informa� on services for people with a disability

and/or their carers;

• case management and brokerage services;

• advocacy services;

• recrea� onal programs/services;

• community access programs/services;

• accommoda� on support services;

• rehabilita� on services; and

• employment services for people with a disability.

When can I complain about a disability

service?

A person may complain about a disability service

if the service is not being provided appropriately,

the service is not being provided at all, or is

inconsistent with generally accepted standards.

What to expect

When you contact the Commission regarding a

complaint about a disability service, we will:

• listen;

• give informa� on;

• help you to make your complaint; and

• put you in touch with other people who can help

if needed.

Many complaints can be resolved quickly and fairly

between the par� es with the assistance of the

Commission’s staff , who will have discussions with

the par� es, collect any other relevant informa� on,

and outline op� ons that might lead to a resolu� on

of the complaint. One op� on we may look at is to

refer to concilia� on.

The Commission is an impar� al statutory authority.

It is an off ence to punish, either by threats,

harassment, in� mida� on or injury, anyone who

makes an approach to the Disability Services

Commissioner.

Accessibility

• The Commission is open between 9am and 5pm,

Monday to Friday, excluding public holidays.

• Informa� on and assistance is provided by staff

at our offi ce, by telephone or by e-mail. Staff will

visit people, where prac� cable.

• The Commission’s offi ce is accessible by

wheelchair.

• There is also an accessible toilet on the fl oor.

• Telephone access is available for people who are

Deaf, hearing impaired or speech impaired by

TTY or through the Na� onal Relay Service.

• The Commission’s internet site provides up-to-

date informa� on and guidance.

Further informa! on

If you have any ques� ons about the informa� on

contained in this brochure or about the ACT

Human Rights Commission please contact us via:

Phone (02) 6205 2222

Fax (02) 6207 1034

TTY (02) 6205 1666

Interpreter Service 131 450

SMS 0466 169 997

Postal Address GPO Box 158

Canberra ACT 2600

Street Address Level 4,12Moore St

Canberra City ACT 2601

Email human.rights@act.gov.au

Website www.hrc.act.gov.au

Example of complaint from a parent/guardian

My son was assessed as needing a new wheelchair

to accommodate his growth spurt and change in

his physical requirements. I was informed that,

following an assessment, the equipment provider

would be in touch and the new wheelchair would

be delivered within a month. It has been over a

month and no-one has been in touch, despite me

a# emp� ng to contact the assessor and equipment

service several � mes. My son is in pain and we need

this situa� on remedied.

a a acccccc

ssss i i is s s avavavaiailalalablble e

pair spspeeeeeeeechchch i i i impmpmpmpaiaiairerered d d bybybyby

he Na� icicicice.e.e.

ntntnterer

ndndnd g g gui

abababououou

o or r r r ababab

plpleaeaeaeasesese

0505 2 2 2 2222222

030303034444

6666

Australian Capital Territory

Disability ServicesYour right to complain

Australian Capital Territory