We understand that occasionally issues may arise, and you may have a complaint. This document explains how we handle complaints and gives information about how you can make your complaint.
Youth Options is committed to its responsiveness to the needs and concerns of our service users. Any complaint, dispute, appeal or feedback received will be treated as an opportunity to gather essential information about issues affecting service users, stakeholders and other interested parties, and as an opportunity to improve our services.
Complaints can be made to Youth Options, or through other avenues such as the relevant Government Department, Ombudsman, or Commissioner. Some contact details are included in this document, and staff can help in locating contact details for other agencies.
How we Handle Complaints
Visibility and Access
Information about how and where to complain will be well publicised to all our service users, staff and stakeholders.
Our processes for making a complaint aim to be accessible to all, including people with specific needs (for example, for an interpreter)
Youth Options acknowledges the right of service users and the public to complain when dissatisfied with a service, and encourages feedback from service users, staff and the public generally.
We expect our staff to be ‘complaints friendly’ and not defensive or negative about feedback and complaints. Complainants have the right to have support in making a complaint and the right to be protected from any form of retribution.
Complaints will be acknowledged and addressed promptly; complainants will be treated courteously and kept informed of the progress of their complaint through the complaints handling process. If a process may take more than 60 days, you will be notified in writing, and kept informed of progress.
Each complaint will be addressed in an equitable, objective and unbiased manner through the complaints handling process.
There will be no charge to complainants for making a complaint, nor for accessing the complaints handling process
Information about a complainant will be used only for addressing the complaint within Youth Options, and will be actively protected from disclosure, unless the complainant expressly consents to its disclosure.
Investigation of complaints
Every reasonable effort will be made to investigate all the relevant circumstances and information surrounding a complaint. Investigations will be conducted in a fair and objective manner and will ensure natural justice is observed wherever practicable.
Resolution of complaints
Following an appropriate investigation, Youth Options will offer a response, for example, to correct the problem and prevent it happening in the future. This will be communicated to the complainant as quickly as possible.
Complaints will be resolved with as little formality and dispute as possible, and the remedy sought by the complainant will always be considered as a first option.
Complainants will be provided with progress reports if quick resolution of their complaint is not possible.
Youth Options will ensure accountability by assigning responsibility for all aspects of complaints receipt and handling, and through the monitoring of complaint trends and outcomes by senior management.
Our complaints handling process is reviewed periodically to enhance effectiveness
What to do if you have a complaint
We encourage you to start by discussing your issue with the staff member who is assisting you, or with the staff member you have an issue with.
If you can’t, or don’t want to do that, you can ask to speak to:
The Operations Manager
The Program Manager of the program you have an issue with, or
You may also put your complaint in writing if you prefer and address it to any of these managers.
Your complaint, appeal or assessment review request will be recorded in our complaints and appeals register, and a senior staff member will work with you to resolve your issue as quickly as possible.
You may also take your complaint directly to another relevant agency, including:
For FLO Services :
Contact the enrolling school of the student,
Customer Feedback Unit
Phone: 1800 677 435
For National Disability Insurance Scheme:
NDIS Quality and Safeguards Commission
Website: NDIS Commission
Phone: 1800 035 544
Disability Advocacy – Find advocacy services near you
People with disability who need someone to speak up for them can use Ask Izzy to search for independent Disability Advocacy providers in their area. These services provide access to professionals who can ensure the choices and rights of people with disability are respected and they are being treated fairly.
Website: Ask Izzy
Department of Employment – RET
Website: Feedback and enquiries
Phone: 1300 488 064
Customer Complaints Form