Advocacy & Complaints

I have a complaint

If you are experiencing an issue or have concerns with a service, or you do not understand decisions that have been made regarding your service plan, there are a number of people you can talk to.

Who can I talk to

How will my complaint be handled

Anyone lodging a complaint can be assured that they will receive a prompt, fair and non-discriminatory response and that the matter will be handled in a confidential manner.

You have the right, at any time, to involve another agency or individual in an advocacy role if you wish. The Council's Community Care Services team will keep you informed throughout the process.

Our aim is to work with you to identify a solution to your concerns without impacting on service delivery.

Please note: Your comments will not affect current service or eligibility access to future services. Retribution by any service provider or individual will not be tolerated by the organisation.

What is advocacy

An advocate is a person who may "stand beside" you and speak on your behalf to protect and promote your rights.

An advocate is appointed by you to represent you if you need support and encouragement to exercise your rights, or to ensure that your rights are upheld. An advocate may be a relative, carer, friend, neighbour or representative from an advocacy service working with you to ensure your rights are upheld.

Advocacy services

An advocate may:

• assist you to support your rights or work to a pre-agreed outcome
• be confidential and independent
• recognise the importance of upholding your rights
• work directly under your guidance to make your own decisions and express your wishes
• work to represent your best interests
• have no personal or hidden agendas.

Advocacy contacts

The Community Care Services Unit encourages you to utilise an advocate of your own choice to ensure that you receive the best possible outcome.

All clients and potential clients, may choose to involve an advocate to represent their interests at any time, this is accepted practice by the Community Care Services Unit.

If you wish to be represented by an advocate in any or all of your dealings with the City of Norwood Payneham & St Peters Community Care Services Unit, a list of possible advocacy agencies is provided below.