What types of complaints can the Commission handle?
The Commission accepts complaints from people about the services that we provide. We are committed to successfully resolving all complaints we receive about our services.
The Commission does not have the power to deal with complaints about other organisations and services. There are a number of organisations that have responsibility for this and the Commission can put you in contact with them.
Who can complain to the Commission?
Anyone can make a complaint about the Commission's services. If you do not want to make the complaint yourself, you can ask anyone - a relative, a friend, solicitor, parent, a teacher, or anyone else to complain on your behalf. You don't need permission to make a complaint.
The Commission for Children and Young People Act 1998 prevents us from dealing directly with the complaints or concerns of particular children. We can however provide children, their families, friends and advocates with information about and referral to government and non-government programs and services.
Can I make an anonymous complaint?
Yes. However it makes it very difficult for us because we cannot get back to you to resolve the complaint to your satisfaction.
Can I be victimised if I make a complaint?
It is unacceptable to be victimised for making a complaint. If you believe you have been victimised for making a complaint to the Commission, tell the NSW Ombudsman - the number (toll free outside of Sydney) is 1800 451 524. They take such allegations very seriously.
How do I make a complaint?
Making a complaint is simple. First, talk to the staff member you know best. If you prefer, you can also contact their manager to try to resolve the complaint. Should this fail, the next step is to lodge a complaint by one of the methods outlined below.
Telephone and speak to the Manager of the area you are complaining about. Should you need an interpreter, please contact the Translating and Interpreter Service (TIS) on 131 450 and ask to be connected to the Commission on 02 9286 7276.
Follow the link to submit a complaint online or provide a complaint in writing via fax on 02 9286 7267, via e-mail on kids@kids.nsw.gov.au or by mailing to:
Level 2, 407 Elizabeth Street
Surry Hills NSW 2010.
What should I include in my complaint?
It is important for you to briefly explain your concerns in your own words. When describing your complaint, consider the following:
- What happened? Where did the events take place? When (time and date)? Who was involved?
- Were there any witnesses to these events? Have you included their details?
- Do you have any documents or photographs that may be relevant?
- What action or outcome would you like to see as a result of your complaint?
How long will it take?
Some complaints can be dealt with quickly, if not immediately. In some cases, a decision may take 28 days. Some serious and complex complaints may take longer. We will try to deal with your complaint as quickly as possible and keep you informed of its progress.
What happens to my complaint?
We will give your complaint careful attention. In most cases we will speak with the staff involved and ask for an explanation. We will implement a mutually agreed remedy between us that is fair and reasonable. This might include an apology, an explanation, training for staff, better information about our services or another agreed solution.
What if I am unhappy with the Commission's actions regarding my complaint?
We are committed to improving our service to the public. Your views are welcome even if they are critical. Close attention is given to all suggestions and complaints you have about our service.
If you are unhappy with the Commission's actions you can ask for your case to be reviewed. The Director, Operations, conducts all reviews.
If you are unhappy with any of the procedures used by the Commission, contact the NSW Ombudsman or the Joint Parliamentary Committee on the Commission for Children and Young People. The Ombudsman is an independent body that reviews the conduct of government and some non-government organisations. The Committee monitors and reviews the Commission's functions. However it cannot review the Commission's decisions about individual complaints.
Address your concerns to:
NSW Ombudsman
Level 24, 580 George Street
SYDNEY NSW 2000
Phone: 02 9286 1000
Toll Free: 1800 451 524
TTY: 02 9264 8050
Fax: 02 9283 2911
E-mail: nswombo@nswombudsman.nsw.gov.au
Clerk of the Committee
Joint Parliamentary Committee on the Commission for Children and Young People
Parliament House
Macquarie Street
SYDNEY NSW 2000