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 Funding/management agency External complaints providers for complaints handling investigation/dispute resolution bodies (for disability services) Commonwealth Funding Complaints Resolution and Unresolved complaints can be agreements Referral Service (outsourced by escalated to the DSS complaints the Department of Social system or the Ombudsman if the Services (DSS) complainant is not satisfied with the action of the Department New Wales Legislative The Department of Family and Official Visitors requirements Community Services able to Ombudsman — 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 Childhood Development (statutory regulator for Children’s Services Act 1996) Some Early Childhood Intervention Services (ECIS) providers Queensland Certification Central Complaints and Review Community Visitors Scheme requirements, Unit for government and Office of the Public Guardian legislative government-funded NGO Office of the Queensland requirements and services Ombudsman funding agreements Western Australia Legislative Review during independent Council of Official Visitors (mental requirements quality evaluation and health) under s. 48 of the reporting through annual WA Disability organisational self-assessment Health and Disability Services Services Act and Complaints Office service agreements South Australia Funding Complaints/Incident Unit (with Community Visitor Scheme agreements and responsibility for quality (mental health and disability, legislative compliance) and Care Concern residential facilities) requirements Investigation unit in the Department for Communities Ombudsman
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 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 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 self-assessment Council of Official Visitors (mental health) Health and Disability Services Complaints Office South Australia Funding agreements and legislative requirements Complaints/Incident Unit (with responsibility for quality compliance) and Care Concern Investigation unit in the Department for Communities Community Visitor Scheme (mental health and disability, residential facilities) Ombudsman
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