What Can You Complain About?

• Unprofessional behaviour by staff
• Unsatisfactory services you have received
• Misuse of your personal information

Who Do You Contact if You Have a Complaint?

• A staff member involved with your issue
• A Supervisor or Manager
• Other organizations listed below

Contact QSS and We Will:

• Listen
• Give you information about what you need to tell us when making a complaint
• Give you a copy of the QSS complaints and Appeals Policy.
• Deal with your complaint promptly
• Try to resolve your complaint
• Keep you up to date about the progress of your complaint
• Provide other options if you wish to seek external help.

Lodging Your Complaint:
Lodge your complaint as quickly as possible as any delay can make it more difficult to investigate what happened.

Need Any Help?
If you have any problems telling us what happened or why you are not satisfied let us know so that we can assist you to make your complaint.

• We can arrange an interpreter if necessary.
• You can ask another person to assist you when making the complaint.
• You may request someone else to lodge a complaint on your behalf. Be sure you give them written permission to do this for you.
  

4 Quick Steps to help you get started:

What to tell QSS about your complaint

• What has happened to cause you to make a complaint.
• What was the approximate time and date that the incident or problem occured.
• Was anyone present at the time? Who was this person or persons?
• Was anyone else who was not present involved with this incident or problem?
• How did the incident or problem affect you?
• In a few words tell us about how you would like the complaint resolved?

If you make your complaint in writing tell us:

• Your name
• Your address
• Telephone number
• The date

Provide us with your complaint as quickly as possible after the incident or problem has occurred. Any delay may make it more difficult to investigate.

Not Satisfied?
If you are not satisfied with the way your complaint was handled you can contact:

• The Homelessness Advocacy Service on free call 1800 066 256 for clients of QSS’ homelessness service programs:  The Homelessness Advocacy Service provides support and advice to clients in making complaints and is a free service

• Department of Human Services (DHS) Corporate Integrity, Information and Resolutions unit free call 1300 884 706 (see next page ‘Making a Complaint to the Department of Human Services.’)

or

• The Victorian Ombudsman on Free Call 1800 806 314 Level 9, 459 Collins Street (North Tower) Melbourne3000.

The Ombudsman is independent and impartial and provides a free service.

The Information you provide is used to investigate and hopefully resolve your problem.

Information about complaints is also used to improve QSS services, better
understand community needs and respond positively to complaints or suggestions.