tagline-ozchild

OzChild > Contact us > Making a complaint
Making a complaint PDF Print

Download the Complaints policy and form

OzChild has a formal process that you are able to access if you are unhappy about a decision, an event or a process arising from the service we give regarding yourself, or another person for whom you have responsibility or have a relationship. The process allows for you to meet with more senior levels of OzChild management, if the matter is not resolved to your satisfaction with the staff member/s directly involved. It also assists us in improving our quality of service. There is no guarantee that all issues or complaints can be resolved: however OzChild aims to follow a fair and consistent process at all times.

All staff are aware of this process, and are to encourage you to access a fair, just and confidential hearing, and to assure you that you will not be viewed differently or judged unfairly because you decide to raise a complaint or issue.

As a guide, the timeframe for resolving a complaint at OzChild is 15 working days (3 weeks). Of course, many complaints will be resolved quicker, and more complex or detailed complaints may take longer than this timeframe.

Always try and solve the issue directly with the person involved, if you can. If this is not possible, or you wish to proceed to a formal complaint, you or your advocate will need to fill out the Complaints form provided by your worker and forward it to your Program Manager.

Once a formal complaint is made, the following steps will be taken:

Step 1

A meeting will be arranged as soon as possible with the program Team Leader or Manager in a venue which is acceptable and accessible to you. You will be reminded that you have the right to bring an interpreter and/or advocate of your choice at this and to any other meetings to support you.

Step 2

The Team Leader or Manager will inform all of the people involved in the complaint that a formal complaint has been lodged and get their views on the dispute.

Step 3

At the first formal meeting you will be given every opportunity to state your views, talk about the circumstances leading up to the complaint and suggest what you think needs to happen next. It is usual for the meeting to include any other people involved, but separate interviews can also be arranged if you prefer this.  All the discussions and information from the investigation will be written down and placed on your file. Remember if you decide to have an advocate or support person with you, their role is to observe and not to interrupt or control the meeting.

Step 4

On the basis of all the information, the Team Leader or Manager will assist in working out a plan of action which is acceptable to everyone involved. The plan of action will then be documented and circulated to you, your case worker and any other people who are involved.

Step 5

If no solution can be reached or you are unhappy with the outcome, you have the right to take your complaint to the relevant service General Manager, and a meeting will be arranged.

Step 6

The General Manager will carry out an investigation and on the basis of discussion with you and any other people involved will negotiate a further course of action.

Step 7

If you are still unhappy with the way the issue has been handled you are entitled to take your complaint to the Chief Executive Officer, who will consider the information and decide what should happen next.

Step 8

If you are unable to find a satisfactory solution to your complaint the following list of external bodies may be able to assist with mediation:

Child Safety Commissioner

Level 20
570 Bourke Street
Melbourne Vic 3000

T  8601 5884
F  8601 5877
E   This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Disability Services Commissioner

Level 3, 456 Lonsdale St
Melbourne 3000
T  1300 728 187 (local call)
TTY  1300 726 563
F  (03) 9603 8310
www.odsc.vic.gov.au

Children's Services Advisor
Department of Human Services Southern Metropolitan Region

122 Thomas St (PO.Box 692)
Dandenong 3175
T (03) 9213 2020

Dispute Settlement Centre Victoria

4/456 Lonsdale St
Melbourne VIC 3000
T  (03) 9603 8370
T  1800 658 528 (toll free for regional callers)
E   This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Victorian Civil and Administrative Tribunal

Where the dispute relates to a decision pursuant to any Act of State or Federal Parliament.

55 King Street,
Melbourne, Victoria 3000,
E   This e-mail address is being protected from spambots. You need JavaScript enabled to view it
T  (03) 9628 9900

Victorian Equal Opportunity and Human Rights Commissioner

Level 3, 380 Lonsdale Street
Melbourne VIC 3000
T  (03) 9281 7111 or 1800 134 142 (toll free)
Complaints Advice Line:  T  (03) 9281 7100
E   This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Office of the Public Advocate

5th floor, 436 Lonsdale St
Melbourne, 3000
T  (03) 9603 9500
E   This e-mail address is being protected from spambots. You need JavaScript enabled to view it
www.publicadvocate.vic.gov.au

Australian National Disability Abuse and Neglect Hotline

Provides advice and support for children with a disability using Government-funded services

T  1800 880 052
TTY: 1800 301 130
NRS: 1800 555 677
TIS: 131 450

Victorian Registration and Qualifications Authority

Provides advice and support for service users wishing to raise an issue or a complaint against an Oz Child trainer or training program

T  (03) 9637 2806
E    This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Ombudsman Victoria

An independent and impartial officer of the Victorian Parliament who investigates complaints about state government departments, most statutory authorities, community services and local government.

Level 9 North Tower
459 Collins St
Melbourne VIC 3000
T  03 9613 6222
F  03 9614 0346
Toll free: 1800 806 314
E   This e-mail address is being protected from spambots. You need JavaScript enabled to view it
www.ombudsman.vic.gov.au

 

Step 9

Any suggestion or complaint lodged shall be documented and held by each Program Manager. Date, persons involved, summary of the complaint, outcome and date of resolution will be recorded. Copies of this should be offered to all directly affected parties.

Step 10

In situations where a suggestion/complaint is upheld, OzChild will review relevant service delivery practices, with a view to making improvements in the service.

Step 11

An annual report will be sent to the Disability Commissioner documenting the number of formal complaints, how they dealt with and the outcomes (Disability Services).