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Complaints Management System (IM-112-1)

Policy

The Objectives of the Complaints Management Policy (the Policy) are to:

Guide the implementation of the Disability Services Queensland (DSQ) Complaints Management System
Raise awareness within DSQ of the operation of the Complaints Management System (CMS) and the right of consumers (and others on their behalf) to pursue grievances about services without fear of the services being discontinued or recrimination from service providers
Promote the use of a Complaints Management System (CMS) as a tool to contribute to safe, accountable and responsive delivery of disability services
Support the objects of the Disability Services Act 2006 (the Act).

The Policy applies to:

complaints concerning the delivery of disability services and any other services delivered by DSQ
complaints concerning the delivery of disability services by funded non-government service providers where the complaint is being managed by DSQ.

Powers of an Authorised Officer Policy and Procedures
External Investigator Policy and Procedures
Preventing and Responding to the Abuse, Neglect and Exploitation of People with a Disability Policy and Procedures
Critical Incident Reporting Policy and Procedures
Disability Services Queensland Code of Conduct

Last updated November 2007