Your compliments, complaints, and feedback help DVAC understand what we are doing well and where we might need to improve to provide the best possible services to the community we support.
We welcome all your feedback. This could be a compliment or suggestion, or you might want to make a complaint.
Everyone has the right to give feedback or to make complaints. Our complaints procedure is simple and clear so that everyone can be heard. We welcome your feedback, and we handle complaints in a professional manner.
How to give feedback or make a complaint about DVAC Services
You can:
- Talk to your support worker or another staff member at DVAC
- Fill in an online form by clicking here or scan the QR code with your phone:
- Send an email to complaints@dvac.org.au
If you need help to give feedback or make a complaint you can ask a trusted person to support you or to make a complaint on your behalf. We will need to check that you have given permission for this.
At DVAC we can help by:
- Arranging an interpreter
- Arranging the National Relay Service if you are deaf, have a hearing or speech impairment
Anonymous feedback
DVAC will receive anonymous feedback but it will make it difficult for us to get more information from you to follow up on the feedback or complaint.
What will happen after I provide feedback or make a complaint?
When you make contact, we will acknowledge you and let you know what the next steps will be. We aim to acknowledge your feedback and complaints as soon as possible.
Sometimes feedback is resolved at once, other times we may need more information or to follow a complaints investigation. We aim to complete complaints within four weeks. If it will be longer than this, we will let you know.
If you are not happy with the outcome of your complaint you have a right to request a review. This will be reviewed by a more senior person at DVAC.
At DVAC the people who handle complaints will:
- Listen to and be respectful of you
- Take what you are saying seriously and follow up
- Be helpful and offer advice about the Organisational Process, your rights, and the next steps
- Do what they say they will do
- Keep you informed about the progress
Making complaints externally
There are multiple external avenues for complaints that may be available, such as:
- The Victims Commissioner for victims of violent crime, including domestic and family violence, who believe their rights under the Charter of Victim’s Rights have not been upheld.
Web: https://www.victimscommissioner.qld.gov.au/make-a-complaint/complaints-questions-and-feedback - The Office of the Australian Information Commissioner - if the complaint relates to breach of privacy or confidentiality.
Phone: 1300 363 992 - The Australian Human Rights Commission - if the complaint relates to discrimination based on age, sexuality, race, gender, or disability.
Phone: 1300 656 419
Web: http://www.legalaid.qld.gov.au/Find-legal-information/Personal-rights-and-safety/Human-Rights-Act-2019 - The Queensland Human Rights Commission:
Phone: 1300 130 670
Web: https://www.qhrc.qld.gov.au/complaintsLink to external page
Email: enquiries@qhrc.qld.gov.au - Department of Justice, for complaints related to a service funded by the Department
Web: https://www.justice.qld.gov.au/about-us/contact/compliments-complaintsLink to external page
DVAC values and commitment to diversity and inclusion
DVAC values are what guide our behaviours and norms. Our values at DVAC are Community, Accountability and Resilience. Central to our Inclusive Language Guideline is the value of Community. In that at DVAC we believe that:
- We are connected in solidarity across difference
- Every person is unique, and diversity makes us stronger
- Our collective efforts are working to end gender-based violence
- We unite for social justice and systemic change
- We model relationships of trust and respect
- We are inclusive
DVAC’s 5 Commitments Towards Inclusive Language
