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Disability service - complaint handling

If you have a disability and you want to contact us or make a discrimination complaint, there are a few ways you could contact us. Below are some common ways that we could help you. If your disability is not discussed here, please contact us and let us know what you need.

Difficulty making a phone call

If you have a hearing or speech impairment and find it difficult to make a phone call, you can contact us through the National Relay Service

Difficulty writing your complaint

The law says that discrimination complaints must be received in writing, that is, handwritten or typewritten. However if you are unable to write or type your complaint, we can help you. 

We can’t help you decide what to say in your complaint, we can only transcribe exactly what you want to say. You can dictate your complaint over the phone, and we will send you a draft that you can approve and sign.

You can write your complaint in any language or in braille and we will have it translated at no cost to you. You  can record yourself explaining your complaint and provide it on USB, sound file or video file. Also include a letter saying that you intend to lodge the complaint. 

If you are an Auslan speaker, you can submit a video of yourself making your complaint and we will have it translated.

Difficulty lodging your complaint

You can lodge your complaint on paper, on USB or memory device, in audio or video. You can post it, deliver it by hand or email it to us.

If you are unable to post, deliver or email your complaint to due to a disability, contact us to discuss how you can lodge it. We can arrange to collect your complaint if necessary. Once the complaint is accepted, we can communicate with you via phone, fax or email.

Vision impairment

If you are lodging a complaint and you need to have our correspondence in a particular format, please contact us and let us know your exact requirements. We will do our best to provide the format you need, such as large print, braille or audio.

Hearing impairment

We can also provide assistance for interviews and conciliation conferences such as an Auslan interpreter or a hearing loop.

Mobility disability

All our offices are wheelchair accessible. We can arrange parking in our office building when you visit, please contact the relevant office beforehand. We can meet you in the carpark and escort you to our office if required.

Intellectual disability

Parents, guardians, carers and advocates can make a complaint on behalf of a person with an intellectual disability. The person with the disability should be involved in the complaint process as much as possible.

We have a resource for people with an intellectual disability

Psychiatric disability

If you have a psychiatric disability and have particular requirements, please let us know your needs when you make contact with us.

See more information on how our complaint handling service helps people with a disability.