Complaints and Feedback Policy

  • Version: 3.0

  • Replaces: Previous complaints policy (last revised February 2023)

  • Policy owner: Executive Officer

  • Approved by: Board of ACTION, July 2025

  • Next review: July 2027

  • Easy Read version: Available. Other formats on request.

1. Our commitment

Action for People with Disability Inc (ACTION) recognises and promotes the right of people with disability, and their families, supporters and advocates, to make a complaint, raise a concern or give feedback about anything ACTION does.

We welcome complaints. They help us understand what we are getting right and where we need to do better, and they hold us to the same standards we ask of others when we advocate.

Making a complaint will never affect a person's access to ACTION's advocacy, or the way they are treated by anyone at ACTION.

2. Scope

This policy applies to complaints, compliments and feedback from:

  • people who use or have asked to use ACTION's services, and their families, supporters and representatives

  • ACTION members

  • other stakeholders, including schools, government agencies and service providers

  • members of the public

It covers any aspect of ACTION's services, staff, volunteers, placement students, operations and governance.

Some matters are handled under other processes, although they may be raised through this policy first:

  • allegations of abuse, neglect, exploitation, violence or criminal conduct (see section 9)

3. Definitions

TermMeaningComplaint

An expression of dissatisfaction about ACTION's services, staff, decisions, operations or governance, where a response or resolution is expected.

Feedback

Comments or suggestions about ACTION, positive or negative, where no formal response is necessarily expected.

Compliment

Positive feedback about ACTION, its staff or its services.

Complainant

The person making the complaint, including anyone making it on another person's behalf.

Respondent

A staff member, volunteer, placement student or Board member whose conduct is the subject of a complaint.

4. Principles

ACTION handles complaints in a way that is:

  • Accessible: easy to find, easy to understand, and available in the format a person needs.

  • Safe: person-centred and trauma-informed, with no adverse consequences for complaining.

  • Responsive: acknowledged promptly, with clear timeframes and regular updates.

  • Fair: objective, free of conflicts of interest, and fair to everyone involved, including respondents.

  • Confidential: information is shared only with those who need it, within the limits set out in section 7.

  • Accountable: recorded, reported to the Board, and used to improve what we do.

5. How to make a complaint

5.1 Ways to contact us

A complaint can be made in any way the person chooses, including by phone, email, letter, in person, through a support person, advocate or interpreter, or anonymously.

  • Phone: (02) 9449 5355

  • Email: referral@actionadvocacy.org.au

  • Post: PO Box 297, St Ives NSW 2075

  • In person: 177 Rosedale Road, St Ives NSW 2075 (please call ahead so we can make sure someone is available)

5.2 Support to make a complaint

ACTION will:

  • arrange and pay for any interpreting or communication support needed, including Auslan

  • help a person put their complaint in writing if they want it in writing

  • accept a complaint made through a support person, family member or advocate of the person's choosing

  • where the complaint is about ACTION, help the person connect with an independent advocate from another organisation, where possible, if they would like one.

5.3 Anonymous complaints

Anonymous complaints are accepted and taken seriously. We may be limited in how far we can look into them or tell the person what happened, and we will explain this where we can.

5.4 Complaints about the Executive Officer or the Board

  • Complaints about the Executive Officer should go directly to the President at referral@actionadvocacy.org.au, or by post to PO Box 297, St Ives NSW 2075, marked "Private and Confidential: President".

  • If a complaint about the Executive Officer is received by the Executive Officer, they will pass it to the President unchanged within two business days, tell the complainant they have done so, and take no further part in handling it.

  • Complaints about the President will be handled by the Secretary, or by another Board member without a conflict of interest.

6. How we handle complaints

Stage 1: Early resolution

Many concerns, such as problems with communication, delays, or misunderstandings about what advocacy can do, can be resolved quickly and informally by the advocate involved or the Executive Officer. Early resolution is recorded in the same way as a formal complaint.

A person can ask for their complaint to go straight to Stage 2 at any time, and serious complaints will always go to Stage 2.

Stage 2: Formal complaint

Formal complaints are handled by the Executive Officer, or by a delegate appointed by the President if the Executive Officer is unavailable or has a conflict of interest.

  • ACTION will acknowledge the complaint within five (5) business days, and explain who is handling it, what will happen next, the expected timeframe, and what support is available.

  • Where the complaint concerns a staff member, volunteer or placement student, they will be told about the substance of the complaint and given a fair opportunity to respond (see section 8).

  • ACTION aims to give the complainant an outcome within fourteen (14) business days of acknowledgement.

  • If more time is needed, ACTION will tell the complainant why and give a new expected date and will update them at least every ten (10) business days until the complaint is finalised.

The outcome will be provided in writing, or in the person's preferred format, and will set out:

  • what was looked at and how

  • what ACTION found

  • the outcome, including any steps ACTION will take or any action plan agreed

  • how to ask for a review, and the external options available.

Stage 3: Review by the Board

If the complainant is not satisfied with the outcome, they can ask for a review by telling the Executive Officer or the President. Requests should usually be made within twenty (20) business days of receiving the outcome.

  • The review will be conducted by the President and at least one other Board member, none of whom has a conflict of interest.

  • The reviewers will consider the information from all parties and may speak with them directly.

  • ACTION aims to respond within twenty (20) business days of receiving the request, with updates if more time is needed.

  • The Board's decision is ACTION's final internal response.

Stage 4: External options

A person can take their complaint to an external body at any time. They do not have to use ACTION's process first. ACTION will provide information about these options with every Stage 2 and Stage 3 outcome.

OrganisationCan help withNSW Ombudsman (www.ombo.nsw.gov.au)

Complaints about community services funded by the NSW Government, including advocacy

Department of Communities and Justice (www.dcj.nsw.gov.au)

ACTION's advocacy funding body for disability

icare (www.icare.nsw.gov.au)

Complaints from participants in the Lifetime Care and Support Scheme

NSW Ageing and Disability Commission (www.ageingdisabilitycommission.nsw.gov.au)

Abuse, neglect or exploitation of adults with disability

Anti-Discrimination NSW (www.antidiscrimination.nsw.gov.au)

Discrimination under NSW law

Australian Human Rights Commission (www.humanrights.gov.au)

Discrimination under Commonwealth law, including the Disability Discrimination Act 1992 (Cth)

7. Confidentiality and privacy

Information about a complaint is shared only with the people who need it to handle the complaint. The person complained about will be told the substance of the complaint so they can respond fairly.

Confidentiality has limits. ACTION may need to share information without consent where there is a serious risk to someone's safety, where the law requires it (for example, child protection reporting or a court order), or where ACTION's funding agreements require it. Where it is safe to do so, we will tell the complainant before this happens.

Complaint records are stored securely in Salesforce and handled in line with ACTION's Privacy Policy.

8. No adverse consequences, and fairness to staff

No one will be disadvantaged, treated differently or have their advocacy affected because they made a complaint or helped someone else make one. If a complaint relates to an ongoing advocacy matter, the Executive Officer will ask the person whether they would like a different advocate while the complaint is handled, where one is available.

Staff, volunteers and placement students who are the subject of a complaint will:

  • be told about the substance of the complaint

  • have a fair opportunity to respond before any finding is made

  • be able to bring a support person to any meeting about the complaint

  • be told the outcome as it relates to them

  • have access to appropriate support.

9. Serious matters and safeguarding

Where a complaint includes an allegation of abuse, neglect, exploitation, violence, criminal conduct, or a risk of harm to anyone, the immediate safety of the person comes first.

These matters may be reported to the NSW Police, the NSW Ageing and Disability Commission, the DCJ Child Protection Helpline where a child is involved, ACTION's funding bodies, or any other body ACTION is required to notify. The complainant will be kept informed as far as the law and the safety of others allow.

10. Complaints about advocacy decisions

Some complaints are about decisions ACTION makes about advocacy itself, for example declining a referral, closing a matter, the limits of what ACTION can do, or disagreement about how an issue is being advocated or how correspondence is written.

In these cases, ACTION will:

  • explain the reasons for the decision in a format the person understands

  • handle the complaint through the stages in section 6

  • give the person information about other advocacy organisations or services that may be able to help, including for matters ACTION does not cover, such as NDIS appeals.

11. Conflicts of interest

Anyone handling or reviewing a complaint must declare any actual, potential or perceived conflict of interest, including a personal connection with the complainant or respondent, and step aside where a conflict exists. This is consistent with the DCJ Conflicts of Interest Policy for contracted providers.

12. Compliments and feedback

Compliments and feedback are acknowledged, shared with the staff involved, recorded, and considered when ACTION reviews its services.

13. Recording, reporting and learning

  • All complaints, including those resolved at Stage 1, are recorded in Salesforce, along with compliments and significant feedback.

  • The Executive Officer provides a de-identified summary of complaints, compliments and feedback to each Board meeting.

  • The Board reviews any trends each year and considers what changes are needed to ACTION's services, policies or practice.

  • Information is included in funder reporting where required.

14. Making this policy accessible

This policy is published on ACTION's website, provided to people at the start of advocacy, and available in other formats on request.

15. Roles and responsibilities

RoleResponsibilityBoard

Approves the policy, conducts Stage 3 reviews, handles complaints about the Executive Officer, and monitors complaint trends.

President

Receives complaints about the Executive Officer and appoints a delegate where the Executive Officer cannot act.

Executive Officer

Receives and manages complaints at Stages 1 and 2, keeps records, and reports to the Board.

Staff, volunteers and students

Tell people about their right to complain, help them do so, and resolve concerns early where appropriate.

16. Related documents and references

  • Legislation and guidance: Disability Inclusion Act 2014 (NSW); Disability Discrimination Act 1992 (Cth); Anti-Discrimination Act 1977 (NSW); DCJ Conflicts of Interest Policy for contracted providers; AS/NZS 10002:2022 Guidelines for complaint management in organisations.