Feedback & complaints

Your privacy, rights and wellbeing will be respected and protected

It's okay to speak up

We strive to ensure people with disability are placed at the centre of all our decisions, and meaningfully participate in the design of your goals, services and decisions about your lives.

Understanding what we do well and where we need to improve will help us achieve this – together.

We take feedback and complaints about our services, practices or products very seriously. We view complaints as a way to improve ourselves. If we don’t know something is wrong or isn’t working well, we can’t fix it.

We want you to feel confident to speak up and know that the information you share with us will be taken seriously, reviewed professionally and the appropriate actions taken as swiftly as possible. See our responsibility to speak up section below.

Importantly, if you do speak up, we want to assure you that your privacy, rights and wellbeing will be respected and protected.

Different ways to speak up:

1. Contact a DSA staff member or manager (verbally or in writing).
2. Fill out our Feedback and Complaints form
3. Contact our Customer Connections team if you would like help completing a form or wish to provide feedback in a different way.
4. NDIS Quality and Safeguards Commission

The NDIS Commission is an Australian Government agency which protects the rights of people with disability who are receiving NDIS supports. You can contact the NDIS Commission if you want to report any concerns, complaints or incidents, including allegations of abuse and neglect of NDIS participants.

 

To get in touch with the NDIS Commission:

More information about the NDIS Commission, including resources for participants, is available on the NDIS Commission website.

5. Disability Royal Commission

The Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability is an important opportunity for people with disability and those who support them to be heard, participate in improving the disability sector and ensure people with disability are afforded full and equal enjoyment of all human rights.

DSA will support people with disability and their families to contribute their unique insights and experiences to this important national conversation.

If you wish to be involved or have any questions, please contact the Risk Team at email drc@dsa.org.au or phone 02 8379 3314.

To get in touch with the Disability Royal Commission directly:

There are a range of supports available to make the Disability Royal Commission accessible to people with disability. This includes legal, financial, emotional and advocacy support.

DSA’S Confidential Whistleblower Service

You may wish to use the new confidential whistleblower service YourCall (using secure ID SCOP1948) if you don’t feel comfortable using the options above or would prefer to speak to someone outside of DSA.

  • Employees, participants or concerned community members can report any concerns they have about DSA confidentially and anonymously to our whistleblower service, YourCall.
  • Importantly, if you do speak up, we want to assure you that your privacy, rights and wellbeing will be respected and protected. YourCall is managed by external company so you can be anonymous. You will not be asked to reveal your identity unless you choose to do so.
  • Reports prepared by YourCall will go directly to DSA’s Chief Executive Officer (CEO) and Chief Risk Officer (CRO) for review and action within one business day of you making contact. If you report something life-threatening to YourCall, it will be reported to DSA immediately.
  • If your feedback is about the CEO or CRO, a report will go to the Chair of the DSA Board.

 

How to contact YourCall:

Different ways to speak up:

DSA has a commitment to provide all participants and employees with a safe and supportive environment free of abuse, neglect and ill treatment. We are committed to a zero tolerance initiative which includes:

  • a clear message that abuse, neglect and violence are not okay
  • an organisational and personal commitment to act on:
    • anything that makes a person with disability be or feel unsafe
    • anything that doesn’t support a person’s human rights
    • anything that we could be doing better

If we witness or hear about something that concerns us, we have a responsibility as an organisation to do something about it. If DSA becomes aware of an event that may constitute abuse/neglect or ill treatment of a person we serve, we are required to report the event to the relevant bodies. This may include notifying emergency services including police where appropriate.

We listen and act when you speak up

DSA is committed to ensuring all feedback, complaints and suggestions are actioned in a timely manner and we ensure compliance with relevant legislation.

As a provider of disability services under NDIS, DSA must adhere to conduct standards in line with the NDIS Quality and Safeguards Commission guidelines.

Feedback and Complaints

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