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\pnlcltr\pnstart1\pnindent720\pnhang{\pntxtb (}{\pntxta )}}{\*\pnseclvl9\pnlcrm\pnstart1\pnindent720\pnhang{\pntxtb (}{\pntxta )}}\pard\plain \s2\ql \li0\ri0\keepn\widctlpar\faauto\outlinelevel1\rin0\lin0\itap0 
\b\f1\fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\fs32\lang3081\langfe1033\langnp3081 Complaints Resolution and Referral Service (CRRS)
\par }\pard\plain \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 \fs20\lang3081\langfe1033\cgrid\langnp3081\langfenp1033 {\b\f1\fs24\cf1 
\par }\pard\plain \s15\ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 \f1\fs28\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\fs24\lang3081\langfe1033\langnp3081 Free call:}{\fs24\lang3081\langfe1033\langnp3081  1800 880 052
\par }{\b\fs24\lang3081\langfe1033\langnp3081 Telephone Typewriter:}{\fs24\lang3081\langfe1033\langnp3081  1800 301 130 (free call)
\par }{\b\fs24\lang3081\langfe1033\langnp3081 Fax:}{\fs24\lang3081\langfe1033\langnp3081  02 9318 1372
\par }{\b\fs24\lang3081\langfe1033\langnp3081 Email: }{\fs24\lang3081\langfe1033\langnp3081 crrs@pwd.org.au
\par }{\b\fs24\lang3081\langfe1033\langnp3081 Postal address:}{\fs24\lang3081\langfe1033\langnp3081  Locked bag 2705, Strawberry Hills NSW 2012
\par 
\par To use the }{\b\fs24\lang3081\langfe1033\langnp3081 National Relay Service}{\fs24\lang3081\langfe1033\langnp3081  call }{\b\fs24\lang3081\langfe1033\langnp3081 1800 555 677}{\fs24\lang3081\langfe1033\langnp3081 
 (free call) and ask them to call the CRRS for you.
\par 
\par For an interpreter who speaks another language call }{\b\fs24\lang3081\langfe1033\langnp3081 13 14 50}{\fs24\lang3081\langfe1033\langnp3081  and ask them to call the CRRS for you.
\par }\pard\plain \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 \fs20\lang3081\langfe1033\cgrid\langnp3081\langfenp1033 {\b\f1\fs24\cf1 
\par }{\b\f1\fs28\cf1 What is the CRRS?
\par }\pard\plain \s15\ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 \f1\fs28\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\fs24\lang3081\langfe1033\langnp3081 The CRRS is a service that helps people with disability sort out c
omplaints about disability employment and advocacy services funded by the Australian Government
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard\plain \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls4\rin0\lin397\itap0 \fs20\lang3081\langfe1033\cgrid\langnp3081\langfenp1033 {
\f1\fs24\cf1 Department of Families, Community Services and Indigenous Affairs and
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}Department of Employment and Workplace Relations.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 
\par }{\b\f1\fs28\cf1 Who can make a complaint?
\par }{\f1\fs24\cf1 Anyone who
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls4\rin0\lin397\itap0 {\f1\fs24\cf1 us
es or wants to use disability employment or advocacy services funded by the Australian Department of Families, Community Services and Indigenous Affairs or Employment and Workplace Relations,
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}is concerned about a person who uses or wants to use these services.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 If you are making a complaint on behalf of someone else, the CRRS will ask that person if it is okay for us to look into it.
\par 
\par }{\b\f1\fs28\cf1 What can I make a complaint about?
\par }{\f1\fs24\cf1 The CRRS helps sort out complaints when a service is not meeting the National Disability Services Standards. If you have a problem
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls4\rin0\lin397\itap0 {\f1\fs24\cf1 at work
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}with a service that helps you find work or
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}with your advocacy service
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 call the CRRS and we will work out if your problem is about the Standards. If it is not, we will tell you about another service that may be able to help you.
\par 
\par }\pard\plain \s2\ql \li0\ri0\keepn\widctlpar\faauto\outlinelevel1\rin0\lin0\itap0 \b\f1\fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\fs28\lang3081\langfe1033\langnp3081 What are the National Disability Services Standards?
\par }\pard\plain \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 \fs20\lang3081\langfe1033\cgrid\langnp3081\langfenp1033 {\f1\fs24\cf1 There are 12 Standards that Australian-funded disability services must follow to get money from the Government. }{
\b\f1\fs24\cf1 If a service does not follow the Standards, you can complain to the CRRS.
\par }{\f1\fs24\cf1 
\par }{\b\f1\fs24\cf1 Standard 1: Service Access
\par }{\b\f1\fs24\cf1 Getting a service when you need it
\par }\pard\plain \s1\ql \li0\ri0\keepn\widctlpar\faauto\outlinelevel0\rin0\lin0\itap0 \f28\fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f1\lang3081\langfe1033\langnp3081 You can complain if a service
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard\plain \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls5\rin0\lin397\itap0 \fs20\lang3081\langfe1033\cgrid\langnp3081\langfenp1033 {
\f1\fs24\cf1 does not have fair rules about who can use the service
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}will not help you
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}stops helping you
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}is not accessible (for example, you can\rquote t get into their building).
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\b\f1\fs24\cf1 
\par }{\b\f1\fs24\cf1 Standard 2: Individual Needs}{\b\f1\fs24\cf1 
\par Getting the help you need
\par }{\f1\fs24\cf1 You can complain if a service does not
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls6\rin0\lin397\itap0 {\f1\fs24\cf1 help you work out your goals
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}help you write your goals in a plan
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}help you follow your plan
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}keep your plan up to date
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}help you learn new skills
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}think about your cultural needs.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 
\par }{\b\f1\fs24\cf1 Standard 3: Decision-making and Choice
\par }{\b\f1\fs24\cf1 Having your say 
\par }{\f1\fs24\cf1 You can complain if a service does not 
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls7\rin0\lin397\itap0 {\f1\fs24\cf1 give you choices
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}ask you how the service can be made better
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}listen to what you have to say about the service.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 
\par }{\b\f1\fs24\cf1 Standard 4: Privacy, Dignity and Confidentiality}{\f1\fs24\cf1 
\par }{\b\f1\fs24\cf1 Keeping things private
\par }{\f1\fs24\cf1 You can complain if a service
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls8\rin0\lin397\itap0 {\f1\fs24\cf1 does not keep your personal information in a private place

\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}gives your personal information to someone else without asking you if it is OK
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}does not treat you with respect.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\b\f1\fs24\cf8 
\par }{\b\f1\fs24\cf1 Standard 5: Participation and Integration}{\b\f1\fs24\cf8  4
\par }{\b\f1\fs24\cf1 Taking part in the community
\par }{\f1\fs24\cf1 You can complain if a service does not
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls9\rin0\lin397\itap0 {\f1\fs24\cf1 help you to be a part of the community
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}help you use services in the community
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}help you get a job in the community.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 
\par }{\b\f1\fs24\cf1 Standard 6: Valued Status}{\b\f1\fs24\cf1 
\par Doing things the community thinks are important
\par }{\f1\fs24\cf1 You can complain if a service does not
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls10\rin0\lin397\itap0 {\f1\fs24\cf1 
help you to do things in the community that other people do
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}help you learn how to take part in the community
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}have respect for the things you do.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\b\f1\fs24\cf8 5
\par }{\b\f1\fs24\cf1 Standard 7: Complaints and Disputes
\par }{\b\f1\fs24\cf1 Saying there is a problem and getting it fixed
\par }\pard\plain \s1\ql \li0\ri0\keepn\widctlpar\faauto\outlinelevel0\rin0\lin0\itap0 \f28\fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f1\lang3081\langfe1033\langnp3081 You can complain if a service
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard\plain \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls11\rin0\lin397\itap0 \fs20\lang3081\langfe1033\cgrid\langnp3081\langfenp1033 {
\f1\fs24\cf1 does not tell you how you can make a complaint
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}does not help you make a complaint
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}tells you that you are not allowed to make a complaint
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}tells you that you will get into trouble if you make a complaint
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}does not try to fix your problem.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 
\par }{\b\f1\fs24\cf1 Standard 8: Service Management}{\b\f1\fs24\cf1 
\par Running the service well 
\par }{\f1\fs24\cf1 You can complain if a service does not
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls12\rin0\lin397\itap0 {\f1\fs24\cf1 follow the Standards or rules
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}have a plan to make the service better
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}ask you what you think about the service
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}does not tell you how they use the money from the government.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 
\par }{\b\f1\fs24\cf1 Standard 9: Employment Conditions
\par }{\b\f1\fs24\cf1 Having rights at work
\par }{\f1\fs24\cf1 You can complain if you don\rquote t get your rights at work (employment conditions).
\par For example, if you do not
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls13\rin0\lin397\itap0 {\f1\fs24\cf1 get paid what you are entitled to
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}get a pay slip
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}have safety at work
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}get time off when you are sick.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 
\par }{\b\f1\fs24\cf1 Standard 10: Service Recipient Training and Support
\par }{\b\f1\fs24\cf1 Learning skills so you can work
\par }{\f1\fs24\cf1 You can complain if an employment service does not give you the training you need to
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls13\rin0\lin397\itap0 {\f1\fs24\cf1 find a job
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}keep your job
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}learn how to do new jobs.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\b\f1\fs24\cf8 
\par }{\b\f1\fs24\cf1 Standard 11: Staff Recruitment, Employment and Training
\par }{\b\f1\fs24\cf1 Having staff who can help you
\par }{\f1\fs24\cf1 You can complain if a service does not
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls14\rin0\lin397\itap0 {\f1\fs24\cf1 know what skills the staff need to help you
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}have staff with the right skills to help you
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}keep training the staff.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 
\par }{\b\f1\fs24\cf1 Standard 12: Protection of Human Rights and Freedom from Abuse
\par }{\b\f1\fs24\cf1 Being safe and feeling safe 
\par }\pard\plain \s1\ql \li0\ri0\keepn\widctlpar\faauto\outlinelevel0\rin0\lin0\itap0 \f28\fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f1\lang3081\langfe1033\langnp3081 You can complain if a service
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard\plain \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls18\rin0\lin397\itap0 \fs20\lang3081\langfe1033\cgrid\langnp3081\langfenp1033 {
\f1\fs24\cf1 lets people abuse or neglect you
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}does not stand up for your rights.
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 
\par }{\b\f1\fs28\cf1 What will the CRRS do?
\par }{\f1\fs24\cf1 The CRRS does not take sides. The CRRS helps people to talk about complaints and solve them. When looking at a complaint the CRRS
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}\pard \ql \fi-397\li397\ri0\widctlpar\jclisttab\tx397\faauto\ls19\rin0\lin397\itap0 {\f1\fs24\cf1 will talk to the person who makes the complaint
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}will get the other side of the story
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}will write a letter to the service
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}may investigate the complaint}{\f1\fs24\cf1 
\par {\listtext\pard\plain\f14\cf1\lang3081\langfe1033\langnp3081 \loch\af14\dbch\af0\hich\f14 \'a7\tab}}{\f1\fs24\cf1 may hold a special meeting (conciliation).
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 
\par 
\par The CRRS will check if the complaint is solved. }{\b\f1\fs24\cf1 If the complaint is not solved, the CRRS will tell the Department of Families, Community Services and Indigenous Affairs.
\par 
\par }{\b\f1\fs28\cf1 Will my complaint be kept private?
\par }{\f1\fs24\cf1 Any information collected by the CRRS will stay private. The CRRS won\rquote t give information about you or your complaint to anyone else unless you say it\rquote 
s OK. The CRRS can also keep your name private and not tell the service that you made a complaint.
\par }\pard \ql \li0\ri0\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 {\f1\fs24 
\par }\pard \ql \li0\ri0\widctlpar\faauto\rin0\lin0\itap0 {\f1\fs24\cf1 The
 CRRS is fully funded by the Australian Government through the Department of Families, Community Services and Indigenous Affairs. It is run by People with Disability Australia, an independent non-government organisation.
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