The Complaints Resolution and Referral Service

The Complaints Resolution and Referral Service is a free service for people with disability who are users of Australian Government funded: Disability Employment Services (DES); Australian Disability Enterprises (ADE); and/or Disability Advocacy services.

Vision Statement of the CRRS

Making a complaint to the CRRS

The CRRS is open Monday to Friday, 9am to 7pm Australian Eastern Standard Time (AEST) and Australian Eastern Daylight Saving Time (AEDST), excluding Australian national public holidays.
To make a complaint:

• Call 1800 880 052 (toll free)
• Callers who are deaf or have a hearing or speech impairment can contact the National Relay Service (NRS) by calling 133 677 then asking for 1800 880 052
• Callers from a non-English speaking background can use the Translating and Interpreting Service (TIS) by calling 13 14 50
• Submit your complaint via the Online Complaints Form.

Who can complain to the CRRS?

Complaints can be made by clients of services funded by the Department of Social Services (DSS) under the Disability Services Act (1986). These services include:

• Disability Employment Services (DES)
• Australian Disability Enterprises (ADEs); and
• Advocacy Services (funded by DSS).

To get assistance from the CRRS to look into a complaint, a person needs to:

• be an eligible participant, their advocate and/or nominee, who has a complaint about a service of one or other of the types listed above which is funded under the Commonwealth Disability Services Act (1986)
• have a complaint that is no more than two years old
• have a complaint that has not been previously raised, investigated and closed with the CRRS

OR

• be a service that wants information to resolve or prevent a complaint
• be a service that wants information on how to improve policies and procedure.

What type of complaints can be made to the CRRS?

These can include issues such as:

• Not getting the right pay
• Unsafe or poor employment conditions
• Not being respected and valued at work
• Not receiving the training you need to find, keep, or do a new job
• Not getting a service or support that you should be provided with
• Not being allowed to make a complaint or ignoring your complaint
• Abuse and neglect
• Being unfairly exited from a service.

If you are not sure if your problem is about the Disability Service Standards, you can still contact the CRRS and you will be referred to another service that may be able to help you.

What will the CRRS do?

Providers of disability services are required to meet the National Standards for Disability Services. The CRRS will help you understand your rights under these standards and improve your experience with a DES, ADE or advocacy service.

The CRRS will:

• listen and document your complaint
• get your permission to talk to the service and any others that are involved
• remain impartial – the CRRS will not take sides and does not advocate on anyone’s behalf.

The CRRS has different ways of resolving complaints:

• CRRS-directed local resolution – The CRRS will assist you and your service to resolve the complaint together.
• Investigation – The CRRS will contact your service about your complaint and find out what happened. The CRRS may make recommendations to address your complaint.
• Self-directed local resolution – Assist the complainant by providing suggestions and confidence to contact the service directly to resolve the complaint.
• Advocacy-directed local resolution - where the CRRS gives an advocate or support person information, or finds a support person for the complainant, so that they have the support they need to raise the complaint directly with the service.

Individuals who use the service will:

• Receive impartial and confidential advice
• Be treated with respect and understanding
• Be listened to objectively.

Services who participate in the Complaints Resolution and Referral process will:

• Benefit from the skilful investigation
• Value the objective and outcome focused approach
• Gain skills in handling complaints
• Succeed in achieving better resolution of issues.

Please note, the CRRS does not record phone calls, however they do take notes to ensure accuracy.

Please be advised that any complaints relating to atWork Australia are to be lodged directly with the National Customer Service Line on 1800 805 260 or email: nationalcustomerserviceline@dewr.gov.au.

Fact Sheets

• Complaints Resolution and Referral Service (CRRS) - Fact Sheet
• Poster - Contact Complaints Resolution and Referral Service (CRRS)

Last updated: 21 July 2023 - 9:16am