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For complainants: summary of what to expect

Our role

DCJ holds contracts with organisations to deliver funded services on behalf of the NSW Government.

These contracted organisations are our ‘service providers’.

We understand that, from time to time, people may want to make a complaint to DCJ because they’re not happy with a service provider’s staff, the services they have or haven’t received, or the way their complaint was handled.

This page explains what we do when you make a complaint to us about a service provider.

What we do when we receive your complaint

We’ll review the information you give us, to assess if we can handle the matters you raise.

This review includes:

  • ensuring we understand the matters raised, and the outcome you expect
  • checking if you’ve tried to resolve the matters directly with the organisation involved, or if there’s an exemption; for example, as a whistleblower, you’re reporting the organisation’s or a staff member’s conduct
  • identifying and verifying matters we can help you with when they relate to service delivery and our contract with the organisation, or who else can assist you
  • deciding if we need more information from you to properly assess the matters raised.

Once we’ve completed our review, we’ll let you know how we intend to proceed.

What you can expect from us

While dealing with your complaint, you can expect us to:

  • treat you with courtesy, consideration and respect
  • be fair and reasonable, and behave with integrity and honesty
  • act impartially
  • work to answer your concerns, problems or complaints as quickly as possible
  • listen to your feedback, so we can continue to improve our service
  • collect, store, use and disclose your personal information according to relevant law
  • inform you about, and explain decisions that affect you.

We aim to resolve your complaint within 25 business days of receipt.

Note that ‘act impartially’ means that we don’t represent either you, as the complainant, or the service provider. Though we’ll always take your views into account, we don’t take instruction or direction from you as to how we handle your complaint.

How you can help us

To help us deal with your complaint, we ask that you:

  • treat our staff with courtesy and respect
  • provide us with all the information we request from you, within the timeframe we ask
  • give the reference number of your complaint when you’re contacting us about it
  • let us know about any change in your contact details, as soon as possible
  • tell us if you have special requirements, such as needing an interpreter, or that you require large print on letters and documents
  • ask us if you’re not sure about anything
  • keep in regular contact; you can ask for a progress report if you’re worried about anything.

We ask that you treat us with the same courtesy, consideration and respect that we’re expected to give you. If we’re subject to rude or abusive behaviour, we may end an interview or phone call, and we may choose to deal with you by correspondence only.

What to do if you’re unhappy with how we deal with you or your complaint

As stated above, we aim to provide a courteous and efficient service.

If, however, you have any queries or concerns about our work, please raise them immediately with the officer you’re dealing with.

If you feel that they’re not able to resolve the problem, then request the details of their line manager or director.

If that doesn’t resolve the problem to your satisfaction, then put your concerns in writing. This will result in a formal complaints review.

Who to contact if you have any questions

If you have any questions about your complaint and its status, please raise them with the officer you’re dealing with. Their name and contact details are in all of the correspondence you receive from DCJ.

Find out more details about how we handle complaints by visiting the numbered items listed at the very top of this page.

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Last updated: 02 Oct 2020