You can read more information about making a complaint in this fact sheet.
Whether you are a person with disability, a family member or friend of someone with disability, carer or a member of the community – you have the right to make a complaint.
It’s important that disability workers know when you aren’t happy with the services you or someone else has received, or if something is wrong. Your complaint can help improve services for everyone.
If you are making a complaint on behalf of a person with disability, you are required to obtain consent or have a conversation with them before making contact with the Commission. We will speak with them where possible to gain their consent to proceed.
Unsure if you should contact us about a complaint or notification? Follow our flowchart here.
We take a rights-based approach to complaints. This is a guiding principle in the Disability Service Safeguards Act 2018 (Vic), the Act under which the Commission operates. You can read more about our rights-based approach here.
Complaints we can take
You can make a complaint about any disability worker in Victoria, regardless of how the disability service is funded or how the disability worker is engaged.
If you are not sure whether you want to make a complaint, we encourage you to contact us about your concern.
If the Commission is not able to assist you, we may still be able to help by making referrals and directing you to an organisation who can help to address your concern.
Information that will help us
When making a complaint, any information you can provide about the worker and the situation is helpful. For example, the worker’s name, employer, specific dates and locations of the issues you are concerned about.
If you don’t have this information we encourage you to still contact us about your concern. We may be able to gather information from another source.
Can I make an anonymous complaint?
We accept anonymous complaints. You can ask for your identity to remain confidential. To make a complaint using our online portal requires you provide a first name only.
If you choose to remain anonymous this may limit how we proceed with your issue. We would also not be able to update you. If you’d like to read more about how we protect your privacy click here.
How to make a complaint?
You can make a complaint by:
- Calling us on 1800 497 132
- Completing an online form
- Writing to us at Level 20, 570 Bourke Street, Melbourne VIC 3000
- Contacting us via the National Relay Service, including for Auslan interpreters: https://nrschat.nrscall.gov.au/nrs/internetrelay, call 1300 555 727 or SMS 0423 677 767
- We can arrange in-language interpreters
- We can arrange for you to meet face-to-face