Problems or Complaints
If you are having trouble with your service provider, or encountered an issue that has been ignored, you can file a complaint.
ADACAS can help you describe your complaint or problem, connect you with people who can help you fix it and make an official complaint (if you wish to). Often the best way to have your complaint resolved quickly is to speak directly to the person or organisation you have a problem with.
Our team have put together a few helpful steps to get you started:
ADACAS can help you do the following:
- Describe your complaint or problem
- Connect you with people who can help you fix it
- Make an official complaint (if you wish to)
Often the best way to have your complaint resolved quickly is to speak directly to the person or organisation you have a problem with. Our team have put together a few helpful steps to get you started:
- Define your complaint – how are you being impacted?
- Describe who or what is causing the problem – who would you talk to about the problem? An organisation or an individual?
- Describe how you want things to change and the outcome you want – have a think about what’s important to you, and what you’re willing to negotiate on.
- Write down the complaint and the outcomes you want – decide whether you want to meet with the person or organisation in person to discuss your complaint, or do it over phone or email.
- Tell the individual or organisation you have a complaint – Explain the problem to the person and how it is affecting you. Explain you want the situation fixed and when you would like it fixed by.
- Give the person or organisation time to resolve your complaint – some complaints can be resolved immediately, like getting a refund for faulty goods, other complaints take longer to solve.
- Assess the outcome and take further action if necessary – are you happy with the outcome? Were you hoping for more change?
Organisations to help you with your complaint
If you are not happy with the outcome after speaking with your service provider, there are organisations to assist you in taking further action:
ACAT is an independent body that hears and decide on civil disputes between individuals, companies and government agencies. Disputes may be about contracts, damages, debt, goods, fences, nuisance, rental properties or trespass. ACAT can also make a range of orders about guardianship, property management and about a person’s mental health treatment, care or support.
Phone: 6207 1740
If making a complaint to the relevant area of the Directorate does not resolve your issue, the Quality, Complaints and Regulation Unit may be able to assist you.
Phone: 6207 5474
The Human Rights Commission handles complaints in the ACT about discrimination, harassment, health and disability services for older people and or children and young people, and the abuse, neglect or exploitation of vulnerable persons. The Human Rights Commission will get both sides of the story and help those involved to resolve the complaint. Their services are FREE.
Phone: 6205 2222
The ACT Ombudsman investigates and helps people sort out the problems they may have with the ACT Government and ACT Policing.
Phone: 6276 3773
As the national regulator, the Aged Care Quality and Safety Commission (ACQSC) protects and enhances the safety, health, wellbeing and quality of life of people receiving aged care.
Phone: 1800 951 822
Canberra Community Law (CCL) provides a specialist disability discrimination law service for anyone treated unfairly due to either having a disability or being associated with someone with a disability.
Phone: 6218 7900
The Conflict Resolution Service brings people together to talk through issues and work things out. They help people resolve disagreements between neighbours, colleagues, family members, landlords and tenants.
Phone: 6189 0590
The Commonwealth Ombudsman investigates complaints about the actions and decisions made by Australian Government agencies to see if they are wrong, unjust, unlawful, discriminatory or just plain unfair. Complaints about goods and services provided by contractors employed by the Australian Government are also investigated by the Commonwealth Ombudsman.
Phone: 1300 362 072
The Client and Response team is the first point of contact for tenants or members of the public wanting to make a complaint about Housing ACT services, clients, staff, or Housing ACT processes and policies.
Phone: 6207 1515
If you have a complaint about the supports you receive under your NDIS plan, you should first raise it with your provider as this is often the best way to have your issue resolved quickly. If your complaint is not resolved by your service provider, or you are not sure who your service provider is, get in touch with the NDIS Quality and Safety Commissi on.
Phone: 1800 800 110
Official Visitors review the treatment of and investigate complaints from people living in accommodation and or in the care of the ACT Government.
Phone: 1800 150 036
The Telecommunications Ombudsman’s role is to sort out complaints and disputes consumers have with telephone and internet providers, quickly and fairly at no cost to the person making the complaint.
Phone: 1800 062 058
Do you have feedback on ADACAS?
We believe in the importance of feedback to improve the delivery of our services at ADACAS. All of our clients have the right to provide feedback about our services, and we are always grateful for ways to improve service. We’re committed to responding to complaints fairly, confidentially and promptly, so our services can be improved.
- The Deputy CEO handles each complaint individually and will reach out to you to consult you on your complaint.
- If an interpreter is needed, we will help you find and use one for free
- You can bring along a support person to a meeting if needed, for example a friend or family member.
We want to make sure you are feeling comfortable and confident when addressing your concerns.
If you wish to raise your concerns about our service with another agency you can do that also, through:
