Complaints and review
Summary: The Act defines the complaints process and who complaints are handled by.
Information on this page:
- Complaints to disability service providers
- Disability Services Commissioner
- Victorian Civil and Administrative Tribunal (VCAT)
The Disability Act (external link) provides for better and clearer complaints and review systems.
The 
Policy and information manual (PDF 510 KB) contains the complaints policy.
The manual also contains information on the Disability Services Commissioner (external link.) and VCAT (external link.).
Complaints to disability service providers
The Act says that disability service providers must:
- have a clear process for managing complaints about their services
- make sure that people who use their service know how to make a complaint
- report every year to the Disability Services Commissioner (external link) about the number of complaints they receive and how they managed these complaints.
Information sheet 11 — Complaints about disability services (PDF 174 KB) provides further information about complaints under the Act and some frequently asked questions.
Service providers can check their compliance of section 104-106 of the Disability Act 2006 by using the complaints checklist (PDF 78 KB).
A complaints brochure has been developed for disability service providers to use, 'Making a suggestion or complaint about your service provider'. The complaints brochure is also available in accessible formats.
The DHS complaints brochure (PDF 61 KB) has been provided by Portfolio Services.
Complaints in relation to abuse and neglect can also be made to the National Disability Hotline (external link) on 1800 880 052.
Disability Services Commissioner
The Act creates Victoria's first Disability Services Commissioner (external link.) who will work with people with a disability and disability service providers to resolve complaints.
The Disability Services Commissioner will be independent of government and disability service providers and will report annually to Parliament (external link.)
Any person can make a complaint to the Disability Services Commissioner about disability services. The Disability Services Commissioner can also investigate complaints and has broad powers to look into complaints across a wide range of issues.
The Act makes it clear that it is an offence to threaten or intimidate a person who has made a complaint to the Disability Services Commissioner.
Information sheet 12 — Disability Services Commissioner (PDF 175 KB) provides some additional information about the Disability Services Commissioner.
Victorian Civil and Administrative Tribunal (VCAT)
Under the Act a number of decisions can be made or reviewed by Victorian Civil and Administrative Tribunal (VCAT external link.) This increases protections for people with a disability, who will be able to apply for review of certain decisions by a disability service provider.
VCAT is able to accept, modify or change the decision of the disability service provider, depending on the situation.
The Policy and information manual (PDF 510 KB) contains further information on decisions that can be made and reviewed by Victorian Civil and Administrative Tribunal (VCAT external link.)