Complaints Process for Grant Recipients

In order to receive funding under a DSS Grant Agreement, grant recipients must establish and publicise the existence of a documented complaints process. Refer to clause 3.4 of the DSS Terms and Conditions Grant Agreement 11 May 2011 for further information. The following suggestions may assist with this requirement.

  1. Create and maintain a Complaints Register throughout the term of the Agreement. Complaints Register means the list of complaints kept by you at your premises.
  2. Ensure that the Complaints Register includes, but is not limited to, the  following materials and information:
    1. details of all complaints received directly by you;
    2. details of all complaints referred to you by, or through, us;
    3. each record in the Complaints Register should include:
      1. details of the parties to the complaint, including the name of the complainant (if provided) and if relevant, the name of the person being complained about;
      2. the name of your staff member(s) handling the complaint;
      3. the date upon which the complaint was made;
      4. the nature of the complaint;
      5. whether the complaint was referred to you by us;
      6. details of key contacts with the complainant and the action taken, including dates;
      7. outcome of any action taken (including any investigation);
      8. date of finalisation, or resolution of the complaint;
      9. any follow-up action required; and
      10. any changes to your service, or procedures, or other action to be taken, resulting from the complaint.
  3. Hold your Complaints Register at your premises.

What constitutes a Complaint

You may contact our complaints service with complaints about our service(s) or the services of another of our grant recipients.

‘Complaint’ means any expression of dissatisfaction by anyone received by you, or referred to you by us with your policies, procedures, employees, or quality of service offered or provided, but does not include:

  1. a request for services, unless it is a second or further request when there  has been no response to the earlier request(s);
  2. a request for information or explanation of a policy or procedures; or
  3. the lodging of any appeal against a decision when it is a normal part of standard procedure or policy.

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