community visitor schemes that can make in-person visits either in response to particular complaints or with a view to identifying problems through a schedule of random visits. Table 2 summarises the arrangements that are currently in place by jurisdiction. Table 2: Complaints handling agencies by jurisdiction Jurisdiction Requirements Funding/management External complaints for providers agency for complaints investigation/dispute resolution bodies handling (for disability services) Commonwealth Funding Complaints Resolution and Unresolved complaints can be escalated to agreements Referral Service (outsourced the DSS complaints system or the by the Department of Social Ombudsman if the complainant is not Services (DSS) satisfied with the action of the Department New South Legislative The Department of Family Official Visitors Wales requirements and Community Services — Ombudsman able to request copies of a provider’s complaints register and copies of all correspondence and other materials Victoria Legislative Complaints policy Public Advocate requirements Community Visitors and service Disability Services Commissioner agreements Ombudsman Department of Education and Early Childhood Development (statutory regulator for Children’s Services Act 1996) Some Early Childhood Intervention Services (ECIS) providers Queensland Certification Central Complaints and Community Visitors Scheme requirements, Review Unit for government Office of the Public Guardian legislative and government-funded Office of the Queensland Ombudsman requirements NGO services and funding agreements Western Legislative Review during independent Council of Official Visitors (mental health) Australia requirements quality evaluation and under s. 48 of reporting through annual Health and Disability Services Complaints the WA organisational Office Disability Services Act and service agreements
community visitor schemes that can make in-person visits either in response to particular complaints or with a view to identifying problems through a schedule of random visits. Table 2 summarises the arrangements that are currently in place by jurisdiction. Table 2: Complaints handling agencies by jurisdiction Jurisdiction Requirements for providers Funding/management agency for complaints handling External complaints investigation/dispute resolution bodies (for disability services) Commonwealth Funding agreements Complaints Resolution and Referral Service (outsourced by the Department of Social Services (DSS) Unresolved complaints can be escalated to the DSS complaints system or the Ombudsman if the complainant is not satisfied with the action of the Department New South Wales Legislative requirements The Department of Family and Community Services — able to request copies of a provider’s complaints register and copies of all correspondence and other materials Official Visitors Ombudsman Victoria Legislative requirements and service agreements Complaints policy Public Advocate Community Visitors Disability Services Commissioner Ombudsman Department of Education and Early Childhood Development (statutory regulator for Children’s Services Act 1996) Some Early Childhood Intervention Services (ECIS) providers Queensland Certification requirements, legislative requirements and funding agreements Central Complaints and Review Unit for government and government-funded NGO services Community Visitors Scheme Office of the Public Guardian Office of the Queensland Ombudsman Western Australia Legislative requirements under s. 48 of the WA Disability Services Act and service agreements Review during independent quality evaluation and reporting through annual organisational Council of Official Visitors (mental health) Health and Disability Services Complaints Office
proposal_ndis_quality_safeguarding.docx