JustForLuke > Supporters > Carers > Friends > Family

What to do - when things are - "Not Quite Right" ?

When you see that something is not as it should be - what can you do - what should you do? Complain?

Consider for a moment the word - "com-plain" and compare it to "ex-plain".

From the latin - "com" = with/together, "ex" = out/from within, and "plain" from planus = plain or flat.

The purpose of a complaint is to make known a problem so that it can be solved with help from others.

Think about the word "problem" and "solution".

The problem is a road block, the solution results in its removal. The problem is "dissolved".

The main purpose of "com-plain" is to "make plain together". That is, a complaint is a request for help - "Can you please help me to solve this problem." We remove this roadblock and make the road smooth and clear. Complaints are the starting point for working together, and mustering resources, to remove roadblocks, solve problems, and make things right - smooth - plain.

It is not about asking someone with higher authority to take revenge, or cause someone else to be punished, for loss or harm suffered. What good is that? Is it good to "cut off your nose to spite your face". No. Making complaints is about making problems known so that we work together to make things better for everyone.

According to ISO 10002 (International standard for handling customer complaints) organisations should welcome complaints from customers as a way of improving not only the services and products provided but for expanding the business and improving its profitability and sustainability. Complaints are a good thing.

So go ahead - make my day.

" Please complain as your expressions of dissatisfaction will help us to improve our services to you."

The DHS complaints process -

   Be nice to staff
   Talk to the Supervisor
   Register a complaint with -

      Quality Assurance Officer at the Regional Office of DHS
      Corporate Integrity Information Resolution Unit (CIIRU)
      Disability Services Commissioner (DSC)
      Victorian Civil and Administrative Tribunal (VCAT)

From the DHS brochure on "MAKING A COMPLAINT"

What to include in your complaint-

Stick to the main facts
· What happened?
· Who was involved?
Put it in your own words-
· What was the date and time?
· Were there any witnesses?
· Do you have any relevant documents?
· Do you have any relevant photographs?
· What impact have the matters in your complaint had on you?
· What outcome are you seeking?

Other paths for escallation -

   Ombudsman Victoria (OV)
   Office of the Senior Practioner (OSP)
   Human Rights Commission (HRC)
   Broadcast Media
   Print Media
   Victoria Police
   Parliament