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What is a complaint ?

4th February 2025

What is a complaint?

Answer:

Telling someone that you are not happy with something about your disability service is called a complaint.

A more technical answer:

An expression of dissatisfaction made to or about a disability service provider, relating to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

What does that mean for a disability service?

Beyond the formal definitions, a complaint is someone letting you know that your service is not ‘hitting the mark’. Regardless of whether it is a big or small issue, if you treat it seriously it will be an opportunity to let the person know you value their input and improve your services at the same time.

DSC Educational Resources

Resources

Other resources

Social Services Regulator Guidance Material- Standard 4: Feedback and complaints.

NDIS Commission’s Guidelines on Effective Complaint Handling

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Melbourne, Victoria, 3000 Australia

Call for enquiries or complaints - 1800 677 342

Email for enquiries or complaints - complaints@odsc.vic.gov.au