Complaints about the CRRS

Complaints policy of the CRRS

The CRRS considers complaints and feedback to be a positive in that they can assist in service improvement. The CRRS believes that every person has a right to make a complaint if they are not happy with the CRRS.

The CRRS will help people make complaints about the CRRS by:

• ensuring that they understand how to make a complaint about the CRRS and that this process is accessible to the person
• encouraging people with disability who wish to complain to use an advocate (such as a family member or friend or professional advocate) to help them make a complaint
• accessing interpreters for people with disability who are Deaf or from a culturally and linguistically diverse background.

Making a complaint about the CRRS

What can I complain about?

You can complain about anything to do with the CRRS. For example, you can complain if you think that:

• we have not given you fair access to the CRRS
• we have not given a service in the way you need it
• we have not talked to you before making decisions
• we have not resolved your complaint.

How does the CRRS work with complaints?

The CRRS:

• takes complaints seriously
• takes action on complaints quickly
• treats everyone fairly.

How do I make a complaint about the CRRS?

First, tell the officer who is managing your matter.

• If the officer is unable to resolve your complaint, or
• you do not want to tell that officer

then you can talk to the CRRS manager.

What if I am not happy with the outcome of my complaint?

You can tell:

• the Department of Families, Housing, Community Services and Indigenous Affairs: phone 1300 653 227.

What if I don't want to give my name?

You do not have to give your name, but it might be easier to resolve your complaint if we know your name.

Will my complaint be kept private?

Yes! We will keep your complaint private. We will only talk to those people that need to know so that your complaint can be resolved.

Can I have support to make a complaint?

Yes! You can have a support person, advocate or interpreter to help you make a complaint and support you until your complaint is resolved.

You can also read the brochure, Making a complaint about the CRRS.