Jen Jackson-Hall was appointed as the Victorian Disability Services Commissioner in December 2023. She has vast experience in the work of DSC and knowledge of the Victorian disability services sector. Jen holds qualifications in investigation, mediation, disability studies and rehabilitation. She has extensive networks and knowledge about complaint pathways for issues relating to inclusion and services for people with disability.
Together with our small team of dedicated staff we are committed to continuing our quality improvement and safeguarding roles as set out in the Disability Act 2006 and to complete the review work referred to us by the Minister.
The Disability Services Commissioner was established in 2007 under the Disability Act 2006 to act as an independent complaints body, providing a free and confidential complaints resolution process.
Our former Commissioners:
2020 – 2023 Treasure Jennings
2018 – 2020 Arthur Rogers PSM
2018 – 2018 Lynne Coulson Barr
2007 – 2018 Laurie Harkin AM
Our message is clear: It’s OK to complain!
People receiving disability services must feel empowered to make complaints so that their concerns can be heard and resolved. Disability service providers need to value complaints as a vital element in improving service outcomes.
Functions of the DSC
The Commissioner is empowered by Section 16 of the Disability Act 2006 to perform specific functions. These include (amongst other functions):
- Assessing, conciliating or investigating complaints relating to disability services **
- Reviewing and identifying causes of complaints, and causes of abuse and neglect, and suggest ways of removing and minimising those causes
- Maintaining a record of all complaints received and investigations conducted, and publishing information about these complaints and investigations
- Providing advice, inquiring or investigating matters referred by the Minister or the Secretary
- Providing education and information about the prevention and resolution of complaints, and the prevention of and responses to abuse and neglect
- Conducting research into complaints, abuse and neglect in disability services
** disability service means a service specifically for the support of persons with a disability which is provided by a disability service provider.
** disability service provider means a person or body registered to provide disability services under the Social Services Regulation Act 2021.
** There is a list of social service providers who are registered to deliver disability services on the Social Services Regulator’s webpage.
Powers of the DSC
Section 17 of the Disability Act 2006 sets out powers the Commissioner may use in performing functions under the Act, including:
- Consulting with any persons or bodies which the Commissioner considers appropriate
- Developing and suggesting ways of implementing procedures for dealing with complaints relating to disability services, and preventing and responding to abuse and neglect of people with a disability
- Providing advice on any matter relating to complaints, accountability investigations, and the prevention of and response to abuse and neglect in disability services
- Seek information about complaints systems, and any systems in place to prevent and respond to abuse and neglect
In addition to the above functions and powers, the Commissioner also has the power to conduct Commissioner initiated investigations (s. 128B), appoint Authorised Officers who have the power to visit and inspect premises of disability service providers (s. 132B), and more. For more information about the work of DSC, please see What We Do.
To read the Disability Act 2006 in full and understand more about DSC functions and powers, you can visit the Victorian Legislation and Parliamentary Documents website.
