(77% in 2016-17) were made by someone acting on behalf of the individual who received the service; typically this is a family member (as shown in Figure 18). In comparison to 2015-16, there have been some changes in terms of who makes a complaint. The number of individuals who contacted HaDSCO on their own behalf decreased and the number of complaints made by a representative such as a child, parent or other relative increased. Figure 18: Individual making the complaint Totals may not sum to 100% due to rounding. Complaints about disability services were more likely to concern services provided to males, between the ages of 15 and 34, and 45 to 54. Details are provided in Figure 19 below. Figure 19: Age and gender of the individuals receiving a service (2016-17) The data in Figure 19 above is provided only for complaints where demographic information about the individual receiving a service was recorded. Totals may not sum to 100% due to rounding. CASE STUDY concerns were acknowledged. parents’ While the decision to place the Disability service provider additional person in the house acknowledges concerns about remained, the parents sought to changes to accommodation ensure that procedures were put in arrangements and assists with place to assist the young adult with the transition new arrangements, including the transition involved. They also wished The parents of a young adult to be better informed in the future contacted HaDSCO after receiving a about such changes. response to their complaint that they were not consulted about changes to As a result of involvement, HaDSCO’s the accommodation the service provider agreed to child’s arrangements. The young adult was regularly liaise with the parents and to living in a share house with another support the young adult in the new person and a decision was made to accommodation arrangements, with an accommodate an additional person in evaluation after a trial period. The the house. The parents were seeking service provider acknowledged there for the accommodation arrangements was a preference for the previous to remain unchanged. arrangements and agreed to consider whether they could be replicated HaDSCO conciliated a meeting elsewhere for the young adult in the between the parties during which the future. Issues identified
(77% in 2016-17) were made by someone acting on behalf of the individual who received the service; typically this is a family member (as shown in Figure 18). In comparison to 2015-16, there have been some changes in terms of who makes a complaint. The number of individuals who contacted HaDSCO on their own behalf decreased and the number of complaints made by a representative such as a child, parent or other relative increased. Figure 18: Individual making the complaint Totals may not sum to 100% due to rounding. Complaints about disability services were more likely to concern services provided to males, between the ages of 15 and 34, and 45 to 54. Details are provided in Figure 19 below. Figure 19: Age and gender of the individuals receiving a service (2016-17) The data in Figure 19 above is provided only for complaints where demographic information about the individual receiving a service was recorded. Totals may not sum to 100% due to rounding. CASE STUDY Disability service provider acknowledges concerns about changes to accommodation arrangements and assists with transition The parents of a young adult contacted HaDSCO after receiving a response to their complaint that they were not consulted about changes to the child’s accommodation arrangements. The young adult was living in a share house with another person and a decision was made to accommodate an additional person in the house. The parents were seeking for the accommodation arrangements to remain unchanged. HaDSCO conciliated a meeting between the parties during which the parents’ concerns were acknowledged. While the decision to place the additional person in the house remained, the parents sought to ensure that procedures were put in place to assist the young adult with the new arrangements, including the transition involved. They also wished to be better informed in the future about such changes. As a result of HaDSCO’s involvement, the service provider agreed to regularly liaise with the parents and to support the young adult in the new accommodation arrangements, with an evaluation after a trial period. The service provider acknowledged there was a preference for the previous arrangements and agreed to consider whether they could be replicated elsewhere for the young adult in the future. Issues identified
HaDSCO_2016-17_Annual_Report_Office_performance.docx