Important information for clients




Privacy Statement

Download the DVAC Privacy Statement (PDF 244kb)

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Feedback and Complaints

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:

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 office 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:

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Diversity and Inclusion

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

A diagram with 1 Keep an open mind, 2 Put the person first, 3 Think about the context, 4 If in doubt, ask and 5 Keep calm and respond.

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In an emergency call the Police on 000

Are you worried someone will find out you visited this website?

Our website has a quick exit button near the bottom right-hand corner of the page. This button will close the DVAC website and open ABC News and the Google homepage. The button may be helpful if you are worried that you are being monitored and you are concerned that someone is about to see you looking at the DVAC site.

You may also want to delete your browser history. This means that the history of the websites you have visited will not be able to be seen. For information on deleting your internet history click here.

If someone is monitoring your online activity using spyware or monitoring devices, they may still be able to see that you have visited this website.

To discuss your online safety, speak with your DVAC support worker or call DVConnect 1800 811 811 (24-hour telephone advice line) or 1800 RESPECT (1800 737 732) (24-hour telephone counselling line).

For more information on your digital safety see:

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