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DCJ holds contracts with organisations to deliver funded services on behalf of the NSW Government.
These contracted organisations are our ‘service providers’.
We understand that, from time to time, people may want to make a complaint to DCJ because they’re not happy with a service provider’s staff, the services they have or haven’t received, or the way their complaint was handled.
This page explains what we do when you make a complaint to us about a service provider.
We’ll review the information you give us, to assess if we can handle the matters you raise.
This review includes:
Once we’ve completed our review, we’ll let you know how we intend to proceed.
While dealing with your complaint, you can expect us to:
We aim to resolve your complaint within 25 business days of receipt.
Note that ‘act impartially’ means that we don’t represent either you, as the complainant, or the service provider. Though we’ll always take your views into account, we don’t take instruction or direction from you as to how we handle your complaint.
To help us deal with your complaint, we ask that you:
We ask that you treat us with the same courtesy, consideration and respect that we’re expected to give you. If we’re subject to rude or abusive behaviour, we may end an interview or phone call, and we may choose to deal with you by correspondence only.
As stated above, we aim to provide a courteous and efficient service.
If, however, you have any queries or concerns about our work, please raise them immediately with the officer you’re dealing with.
If you feel that they’re not able to resolve the problem, then request the details of their line manager or director.
If that doesn’t resolve the problem to your satisfaction, then put your concerns in writing. This will result in a formal complaints review.
If you have any questions about your complaint and its status, please raise them with the officer you’re dealing with. Their name and contact details are in all of the correspondence you receive from DCJ.
09 May 2024