Disability Services If you’re in doubt about whether we ... · PDF fileExample of a...
Transcript of Disability Services If you’re in doubt about whether we ... · PDF fileExample of a...
Example of a direct disability service
complaint
I live in a group home with other adults who have
a disability. The house leader has told me that my
girlfriend is only allowed to visit me once a week
and that she is not allowed to stay over for the
night. I feel like I am being treated like a child and
that I do not have the same rights as other adults in
my own home. It is embarrassing and is having an
impact on my rela� onship.
If you’re in doubt about whether we can consider
your complaint, contact us and Commission staff
will discuss your concerns in more detail.
Who can make a complaint about a
disability service?
A complaint can be made by:
• the person who received the service;
• their agent;
• if they are under 18, their parent or guardian;
• a carer who has a guardianship or similar order;
• a disability service provider;
• a person approved by the Commission; or indeed
• anyone.
The complaint process
Your fi rst step should be, wherever possible, to
approach your provider and discuss your concerns.
Some� mes this is diffi cult and we can help you
with this. If you feel unable to raise your concerns
directly with the provider, let us know.
If you feel your concerns s� ll haven’t been
addressed, then call us.
A complaint must be in wri� ng. However, if
you are unable to write, or require assistance,
a Commission staff member can assist you. A
complaint form is available from the Commission
or from our website. We can arrange for assistance
to be provided by interpreters and advocates
whenever this would be helpful.
The Commission keeps all par� es to a complaint
informed throughout the process.
What about community services?The nature and extent of the Commission’s func� ons in
rela� on to community services has yet to be se# led by
government.
Disability Services
Do you have concerns about a service
for people with a disability and/or their
carers in the ACT?
The Disability & Community Services
Commissioner is one of three Commissioners
at the ACT Human Rights Commission. The
Commissioner considers complaints about the
provision of services for people with a disability
and / or for their carers.
The Commissioner’s role is also to:
• promote the rights of users of services and
improvements in the provision of services for
people with a disability and their carers;
• promote an awareness of the rights and
responsibili� es of users and providers of
disability services;
• encourage and assist providers of disability
services to develop and improve complaint
procedures; and
• iden� fy, inquire into and review issues related to
disability services.
What is a disability service?
A disability service is any service provided in the
ACT specifi cally for people with a disability or their
carers.
Examples of disability services include:
• services that provide home help;
• services that provide personal care;
• services that provide home maintenance or
modifi ca� on;
• respite care services;
• food services for people with disability and/or
their carers;
• transport services for people with a disability
and/or their carers;
• assessment or referral of support needs services;
• educa� on, training and skill development
services;
• informa� on services for people with a disability
and/or their carers;
• case management and brokerage services;
• advocacy services;
• recrea� onal programs/services;
• community access programs/services;
• accommoda� on support services;
• rehabilita� on services; and
• employment services for people with a disability.
When can I complain about a disability
service?
A person may complain about a disability service
if the service is not being provided appropriately,
the service is not being provided at all, or is
inconsistent with generally accepted standards.
What to expect
When you contact the Commission regarding a
complaint about a disability service, we will:
• listen;
• give informa� on;
• help you to make your complaint; and
• put you in touch with other people who can help
if needed.
Many complaints can be resolved quickly and fairly
between the par� es with the assistance of the
Commission’s staff , who will have discussions with
the par� es, collect any other relevant informa� on,
and outline op� ons that might lead to a resolu� on
of the complaint. One op� on we may look at is to
refer to concilia� on.
The Commission is an impar� al statutory authority.
It is an off ence to punish, either by threats,
harassment, in� mida� on or injury, anyone who
makes an approach to the Disability Services
Commissioner.
Accessibility
• The Commission is open between 9am and 5pm,
Monday to Friday, excluding public holidays.
• Informa� on and assistance is provided by staff
at our offi ce, by telephone or by e-mail. Staff will
visit people, where prac� cable.
• The Commission’s offi ce is accessible by
wheelchair.
• There is also an accessible toilet on the fl oor.
• Telephone access is available for people who are
Deaf, hearing impaired or speech impaired by
TTY or through the Na� onal Relay Service.
• The Commission’s internet site provides up-to-
date informa� on and guidance.
Further informa! on
If you have any ques� ons about the informa� on
contained in this brochure or about the ACT
Human Rights Commission please contact us via:
Phone (02) 6205 2222
Fax (02) 6207 1034
TTY (02) 6205 1666
Interpreter Service 131 450
SMS 0466 169 997
Postal Address GPO Box 158
Canberra ACT 2600
Street Address Level 4,12Moore St
Canberra City ACT 2601
Email [email protected]
Website www.hrc.act.gov.au
Example of complaint from a parent/guardian
My son was assessed as needing a new wheelchair
to accommodate his growth spurt and change in
his physical requirements. I was informed that,
following an assessment, the equipment provider
would be in touch and the new wheelchair would
be delivered within a month. It has been over a
month and no-one has been in touch, despite me
a# emp� ng to contact the assessor and equipment
service several � mes. My son is in pain and we need
this situa� on remedied.
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Australian Capital Territory
Disability ServicesYour right to complain
Australian Capital Territory