Resolving contracting complaints — responsibilities of funded service providers

We are required, under certain circumstances, to refer complaints to relevant state, territory or federal authorities for review and/or investigation. These authorities also refer matters to us.

In most circumstances, we encourage complainants to deal directly with service providers to resolve their complaints.

However, a complainant may decide to submit a complaint to us, the service provider and other parties at the same time. Complainants may also escalate their complaint.

This highlights the importance of effective complaint handling at the first instance, to avoid unnecessary escalations.

Other parties that we or the complainant may contact

NSW authorities such as:

• NSW Ombudsman
• Fair Trading

Federal authorities such as:

• Australian Charities and Not-for-profits Commission (ACNC)
• Australian Securities and Investment Commission (ASIC)
• Office of the Registrar of Indigenous Corporations (ORIC)

Elected representatives:

• Members of parliament
• Ministers
• Premiers/ Chief Ministers

Media:

• Mainstream media
• Social media