About complaints

What can you complain to the CRRS about?

You can make complaints to the CRRS about:

• any problem you have with your disability employment or advocacy service, such as not getting a service or being unfairly exited
• issues related to the Disability Services Standards
• issues related to occupational health and safety or wages.

What are the Disability Services Standards?

The Disability Services Standards are 12 rules that disability services must follow to get funding from the Australian Government. When looking at a complaint, the CRRS will make sure that a service is following these rules.

Who can complain to the CRRS?

Anyone can make a complaint to the CRRS. If a person contacts the CRRS with a complaint on your behalf, the CRRS will gain your permission before looking into the complaint.

What will the CRRS do?

The CRRS will

• listen and write down your complaint
• get your permission to talk to the service and maybe others who are involved
• find a support person or advocate to help you with your complaint
• refer you to other services and organisations to help resolve your complaint (for example legal services, counselling, WorkCover)
• talk to your service on your behalf about your complaint
• stay impartial.

The CRRS has different ways of resolving complaints:

CRRS-directed local resolution

The CRRS will assist you and your service to resolve the complaint together. CRRS can provide you with meeting documents to assist this process.

Investigation

The CRRS will write to your service about your complaint and then find out what happened. CRRS may make recommendations to address your complaint.

Conciliation

The CRRS will facilitate a meeting between the service and you (including any support people) to resolve the complaint.