Complaints process

We seek to provide excellent service to all offenders, their families and stakeholders. Consistent with this goal we ensure that all complaints are dealt with professionally in a customer focused manner. We accept complaints as part of our quality service development and quality management training and development.

Step 1 — stage one complaints

Offenders or third parties wishing to make complaints should take this matter up with their case manager who will attempt to resolve the issue in the first instance. The staff member will record a case note of the complaint and actions taken. The staff member will also advice their respective case Manager Case Manager (CSM).

Step 2 — stage two complaints

If complaints made are not able to be resolved they are considered a stage 2 complaint. They will be referred to the team supervisor by either the case manager of the complaint. The team supervisor is to attempt to resolve the complaint and record actions taken on a case note as well as the Complaints Register.

Where a complainant is of Aboriginal or Torres Strait Islander descent, consideration will be given to the involvement of an Aboriginal Liaison Officer.

Step 3 — stage three complaints

If a complaint is unable to be resolved, the complaint is to be referred to the DCS Enquiries and Complaint line or in writing to the Regional Director. Actions taken are recorded on a case note as well as the complaints register.

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