Disability Services Commission Annual Report

2.4 Complaints Handling
Trend Analysis for Complaints Lodged with the Disability
Services Commission
The total number of formal complaints received decreased by three per cent
from the previous year.
The number of enquiries received by the Consumer Liaison Officer was
consistent with the previous year.
The number of complainants satisfied with the complaints handling process
(68 per cent) was below the target performance indicator of 85 per cent and
reflected a decrease of 13 per cent from the previous year.
Seventy-six percent of complaints were resolved and closed in fewer than
15 days.
An additional 18 per cent were finalised between 15 and 29 days after
lodgement.
The main areas of concern reported by complainants related to staff conduct,
quality of service, communication and funding policy.
The types of services most frequently the subject of complaints to the
Commission were accommodation (16), individual and family support (8), Local
Area Coordination (8) and service purchasing and funding (7).
2008 Consumer Survey — Feedback on Complaints
Management
As part of the 2008 Consumer Satisfaction Survey (this survey is conducted every
two years), both carers and people with a disability were asked a series of questions
regarding their understanding of the complaints process (the total number surveyed
was 1,020). The majority of respondents (76 per cent) knew that they had the right to
raise any concerns about services with the Commission and 22 per cent had done so
formally or informally in the past. Of those who had raised a concern, 62 per cent
reported that their concern was now resolved.
Strategies to Encourage Consumer Feedback and
Utilisation of the Complaints Process
The Commission’s Consumer Liaison Service raised awareness of the consumer
complaints processes to staff and consumers through:
monthly orientation sessions for new staff;
annual staff briefings;
articles published in the staff ‘Cheers’ newsletter, the Commission’s disAbility
Update magazine and LAC newsletters; and
distribution of Consumer Liaison Service brochures to new and existing
consumers, staff and advocacy organisations.
The Commission continued to promote a climate within service provision that is
receptive and responsive to any concerns that are expressed.
44 Disability Services Commission Annual Report 2007–2008