Complaints and review

The Disability Act 2006 provides for better and clearer complaints and review systems.

People with a disability have the right not to be adversely affected by making a complaint about their service providers.

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 about the number of complaints they receive.

For more information, see the Complaints about disability services information sheet for parents, carers and families, Making a suggestion or complaint about your service provider brochure and What to do when you are not happy with the services you get in Related resources.

Disability Services Commissioner

The Disability Services Commissioner's role was created as a result of the Disability Act 2006. Any person can make a complaint to the commissioner about disability services. The commissioner can also investigate complaints and has broad powers to look into complaints across a wide range of issues.

For more information, see Disability Services Commissioner.

Victorian Civil and Administrative Tribunal (VCAT)

Under the Act, a number of decisions can be made or reviewed by VCAT. 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.